PATIENT EXPERIENCE SPECIALIST

Position Patient Experience Specialist – Callen-Lorde Community Health Center, Bronx, NY. About the Role Callen-Lorde is seeking a compassionate and highly motivated Patient Experience Specialist (PES) to join our dedicated Patient Experience Team. In this critical role, you will serve as an initial point of contact for patient feedback and behavioral incidents, ensuring excellence in service delivery, recovery, and conflict resolution. Working independently and collaboratively with the Patient Experience Manager, you will identify patient needs, model de‑escalation techniques, and drive continuous quality improvement to enhance patient‑centered care. Key Responsibilities Patient Advocacy & Support: Act as an empathetic guide for patients navigating complex clinic systems, addressing difficult or sensitive situations with tact, diplomacy, and cultural competency. De‑escalation & Incident Response: Intervene during patient escalations, facilitate challenging conversations to find resolutions, and serve as Administrator on Duty (AOD), including working some evenings as needed. Case Management: Manage a small caseload of patients requiring extra navigation assistance, ultimately empowering them with the skills to navigate Callen‑Lorde systems independently. Data, Tracking & Quality Improvement: Assist with tracking, reporting, and documenting patient complaints, compliments, and suggestions. Help design and implement patient satisfaction surveys, analyze feedback trends, and contribute to service improvement plans. Compliance & Collaboration: Maintain strict adherence to HIPAA regulations and patient privacy. Actively collaborate across departments, participate in regular supervision sessions, and complete all annual mandatory compliance trainings. Qualifications Master of Social Work degree or related field preferred, or relevant experience. Minimum of 3 years’ work experience in a health care or social services setting. Prior experience in a healthcare or social services setting and/or a non‑profit organization highly desirable. Effective communication skills with patients, colleagues, and other healthcare professionals. Excellent written, oral communication, and documentation skills. Ability to handle multiple tasks and work under stress in a dynamic environment, managing patient care needs effectively. Proficiency in essential digital tools and healthcare technology including Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and Electronic Health Record (EHR) systems. Excel in delivering patient‑centered care with a strong focus on customer service, emphasizing empathy, active listening, and responsive communication. Collaborate effectively within a team environment, supporting colleagues and contributing to shared goals. Proficiency in more than one language (e.g., Spanish/English) is beneficial for serving our diverse patient population. Desired Characteristics Demonstrate effective communication and interpersonal skills to serve individuals from varied backgrounds, ensuring care is delivered in a manner that aligns with cultural and linguistic appropriateness requirements and organizational protocols. Commitment to community‑based healthcare, understanding its vital role in promoting health equity and improving population health outcomes. Commitment to the mission of Callen‑Lorde. Benefits Salary will be based on experience and will be accompanied by a comprehensive benefits package including a low‑cost medical plan options for you and your family, dental insurance, vision insurance, no‑cost life insurance, short‑ and long‑term disability insurance, Flexible Spending Account, tuition assistance, commuter benefits, a generous paid time off plan, and a 403(b) retirement savings plan. #J-18808-Ljbffr