PATIENT EXPERIENCE SPECIALIST

Salary Range $27.91 - $30.29 Hourly

Position Type Full Time

Job Shift Day

Education Level 4 Year Degree

Travel Percentage None

Category Health Care

Description

About Us:

Callen-Lorde is the global leader in LGBTQ+ healthcare. Since the days of Stonewall, we have been transforming lives in LGBTQ+ communities through excellent comprehensive care, provided free of judgment and regardless of ability to pay. In addition, we are continuously pioneering research, advocacy and education to drive positive change around the world, because we believe healthcare is a human right.

Our Mission:

Callen-Lorde Community Health Center provides sensitive, quality health care and related services targeted to New York’s lesbian, gay, bisexual, and transgender communities — in all their diversity — regardless of ability to pay. To further this mission, Callen-Lorde promotes health education and wellness, and advocates for LGBTQ+ health issues.

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 both independently and collaboratively with the Patient Experience Manager, you will play a vital role in identifying patient needs, modeling de-escalation techniques, and driving 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 regarding the LGBTQ+ community and individuals with addiction histories.

• De-escalation & Incident Response: Intervene in the moment during patient escalations, facilitate challenging conversations to find resolutions, and serve as the Administrator on Duty (AOD), including working some evenings as needed.

• Case Management: Manage a small caseload of patients requiring extra navigation assistance, with the ultimate goal of 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.

Work Schedule: This is a full-time, 40 hours/week, onsite position. Monday -Friday, 9-5 PM, with potential evenings (12-8PM).

Benefits:

Salary will be based on experience and will be accompanied by a comprehensive benefits package including an exceptional low cost medical plan option for you, your spouse/domestic partner and/or 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 403B retirement savings plan.

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.

• Demonstrate 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.