Consumer Experience Specialist

The Consumer Experience Specialist at Beacon Health System serves as a primary point of contact for patients, families, or consumers with complaints, concerns, or questions. They identify, investigate, and alleviate concerns from escalating to grievances, which may result in review by regulatory agencies. This role collaborates with multidisciplinary teams to reduce adverse experience outcomes and enhance patient satisfaction, supporting Beacon's mission to deliver exceptional care and build brand loyalty.
MISSION, VALUES and SERVICE GOALS

• MISSION: We deliver outstanding care, inspire health, and connect with heart.
• VALUES: Trust. Respect. Integrity. Compassion.
• SERVICE GOALS: Personally connect. Keep everyone informed. Be on their team.

Represents Beacon administration to patients, patient's families, or visitors who have complaints, concerns or questions regarding services provided at Beacon Health System, and assists in coordinating or directly working on Incidents that happen at all locations by:

• Lead investigations into patient and family concerns received via phone, email, online forms, etc.
• Collaborate with local teams and leadership to resolve service issues and ensure regulatory compliance.
• Mentor managers in complaint investigations across service lines and business units.
• Notify leadership of events with potential regulatory, legal, or reputational implications.
• Stay current on best practices in patient experience, safety, and regulatory standards (e.g. CMS, The Joint Commission).
• Objectively listen to and address patient and family concerns.
• Represent Beacon values in all service recovery efforts.
• Document all feedback (compliments, complaints, grievances, suggestions) using a feedback management system.
• Writing appropriate response letters with established guidelines/templates, and timelines.
• Working with leadership to provide assistance and follow up on incidents that occur within the hospital, physician offices, or other Beacon entities.
• Provide real-time service recovery using HEART (Hear, Empathize, Apologize, Respond, Thank) framework and escalate risk issues as needed.
• Analyze trends in service concerns and recommend improvements.
• Access and manage patient records in Cerner with strict confidentiality.
• Support and train staff to align with organizational strategies.
• Perform other duties as assigned.

Additional Responsibilities

• Identify creative solutions to exceed customer expectations.
• Recommend process improvements to enhance efficiency and satisfaction.
• Maintain professional competence through continuous learning and training.
• Foster a respectful, team-oriented work environment.
• Communicate effectively with internal and external stakeholders.
• Coordinate projects and maintain communication within the Consumer Experience team.
• Perform other duties as assigned.

ORGANIZATIONAL RESPONSIBILITIES

Associate complies with the following organizational requirements:

• Attends and participates in department meetings and is accountable for all information shared.
• Completes mandatory education, annual competencies and department specific education within established timeframes.
• Completes annual employee health requirements within established timeframes.
• Maintains license/certification, registration in good standing throughout fiscal year.
• Direct patient care providers are required to maintain current BCLS (CPR) and other certifications as required by position/department.
• Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patient and self.
• Adheres to regulatory agency requirements, survey process and compliance.
• Complies with established organization and department policies.
• Available to work overtime in addition to working additional or other shifts and schedules when required.

Commitment to Beacon's six-point Operating System, referred to as The Beacon Way:

• Leverage innovation everywhere.
• Cultivate human talent.
• Embrace performance improvement.
• Build greatness through accountability.
• Use information to improve and advance.
• Communicate clearly and continuously.

Education/Experience

• The knowledge, skills and abilities as indicated below are normally acquired through successful completion of a Bachelor's Degree in a health related field or business. Preference of one to three years of one or more of the following: patient relations, advocacy, ombudsman, case management, or social work experience in a health care setting. Training or experience in conflict management or de-escalation techniques preferred. Knowledge of medical terminology preferred.

Skills and Competencies

• Preferable knowledge of how the healthcare business functions, how patient care is delivered and what types of patient problems exist in a hospital or outpatient environments to evaluate and understand interpret clinical information.
• Demonstrates well developed communication skills, orally and in writing, to enable strong interpersonal interaction and communicate sensitive issues with patients, family, physicians, Beacon associates, providers, and administration.
• Requires a high level of objective, analytical, and problem solving skills to evaluate patient/family requests, concerns, and incidents through to resolution. Utilizes excellent listening, and verbal and written communication skills.
• Demonstrates the ability to do research and review a medical record and glean information to make decisions based on facts.
• Demonstrates a high degree of independence, integrity, accountability, confidentiality, and good listening skills in responding to the requests of patients, while also protecting the entity's reputational, financial, and customer service interests.
• Requires ability to maintain strict confidentiality of all information utilized within department.
• Demonstrates a high level of knowledge of the dynamics customer service and service recovery techniques.
• Demonstrates the ability to provide a variety of risk management related information and education to associates as needed.
• Demonstrates knowledge of and a commitment to Beacon Health System's mission and values and the organization's and department's goals.

Working Conditions

• Works in an office and patient care environment.
• May need to work during an early morning, evening and/or weekend as determined by department or organizational needs.
• Ability to travel as needed.

Physical Demands

• Requires the physical ability and stamina to perform the essential functions of the position.