Care Experience Specialist

Care Experience Specialist

Through effective interventions, the Care Experience Specialist (CXS) serves as the first resource for a patient, family, or consumer concern or inquiry. They identify, investigate, and mitigate point-of-care concerns from escalating to grievances which may result in review by regulatory agencies. The CXS collaborates with multidisciplinary teams to reduce and prevent adverse experience outcomes, thereby minimizing the risk of increased suffering to patients and families. The CXS duties and responsibilities support patient loyalty which helps build the Henry Ford Health brand locally and nationally.

Education & Experience

• Bachelor's degree required or 13 years of equivalent experience in direct intervention and management of customer experience, risk, and safety events.
• Experience leading multidisciplinary process improvement initiatives as a team leader or project facilitator preferred.

Skills & Qualifications

• Strong commitment to service excellence.
• Excellent verbal and written communication skills with the ability to communicate effectively with diverse internal and external populations.
• Strong critical thinking skills with the ability to identify and guide process improvement opportunities.
• Excellent interpersonal, negotiation, diplomacy, conflict resolution, and customer service skills.
• Ability to de-escalate difficult situations and provide a calming presence for upset patients, families, or team members.
• Proficient in using information technology to communicate, manage information, and support decision-making.
• Ability to independently manage multiple priorities and meet competing deadlines.
• Flexible and able to work effectively in a collaborative, team-based environment.
• Ability to interpret and apply policies, procedures, and regulations related to patient experience, quality, risk, and safety.
• Ability to recognize psychosocial factors affecting patients and families and connect them with appropriate internal resources.
• Proficient in Microsoft Word, Excel, PowerPoint, Outlook/email, and internet navigation.