Job Description
**Position Overview: Patient Experience Specialist**
We are excited to invite applications for the role of Patient Experience Specialist within our Office of Patient Experience. This position is perfect for someone who is compassionate, resourceful, and dedicated to advocating for patients and their families. As a key point of contact for our patients, you will play a vital role in ensuring their voices are heard and their concerns are addressed promptly. Your ability to actively listen and connect with patients will significantly influence their perception of our services and the care we provide.
**Essential Duties & Responsibilities:**
- Gather and respond to patient feedback through various channels, including email, social media, phone calls, surveys, and letters.
- Collaborate with staff at all levels to ensure timely and effective resolution of patient concerns.
- Work closely with both clinical and non-clinical teams to enhance the overall patient experience.
- Maintain accurate and timely documentation of each patient interaction in our resolution database.
- Prepare monthly and quarterly reports to track and analyze common themes in patient complaints and inquiries.
- Utilize and demonstrate effective service recovery techniques and patient experience tools.
- Assist in the coordination of customer service training programs and recognition initiatives.
- Perform additional duties as assigned to support the team and enhance patient experience.
**Qualifications & Education:**
- A minimum of 2-3 years of experience in customer service, ideally within the healthcare or hospitality sectors.
- A Bachelor's degree in Healthcare, Hospitality, Business, Communications, Marketing, or a related field.
**Knowledge, Skills & Abilities:**
- Communicate with professionalism and empathy, demonstrating emotional intelligence in all interactions.
- Exhibit strong verbal and written communication skills.
- Exercise sound judgment and maintain objectivity, especially in de-escalating emotionally charged situations.
- Be a critical thinker who appreciates diverse perspectives and adapts to changing circumstances.
- Uphold professional integrity and maintain patient confidentiality at all times.
- Possess strong organizational skills and the ability to present patient issues clearly and objectively.
- Have a solid understanding of service recovery principles and best practices in customer service.
- Demonstrate proficiency in Microsoft Office and other relevant computer skills.
- Analyze patient feedback data to identify key trends for leadership review.
We look forward to welcoming a dedicated individual who is passionate about enhancing the patient experience and making a positive impact in our community!
Employment Type: Full-Time
Salary: $ 15.00 20.00 Per Hour
Job Tags
Hourly pay, Full time, Work at office,