Type: Full-Time

Shift: Mid-Shift

Hours: 11a-7p

Pay Rate: $65,000 - $80,000 per year

The Patient Experience (PX) Specialist reports to the Director of Patient Experience. In this role, the
Specialist acts as a liaison with patients, families, visitors, and community members in collaboration with healthcare providers and support services. The PX Specialists helps promote patient advocacy and patient’ rights and assures that a person centered care and service excellence approach is used for all interactions as an example of EHS’ commitment to the delivery of exceptional service. The PX Specialists acts as a coach to leaders and team members throughout the organization on Person and Family Centered Best Practices. This position is the lead in providing resolution to concerns, complaints, and grievances, as well as provides oversight and management of appropriate follow up, data collection and recording, and analysis to ensure optimal quality and communication.

Responsibilities:

• Communicates the hospital mission, services, policies, and procedures to patients, family members, visitors, and staff.
• Assist patients and family members in navigating through the hospital systems to achieve positive outcomes and an optimal experience.
• Builds relationships with patients, families, and team members to create an environment where person and family centered care and positive patient experiences flourish.
• Represents and acts as a leader for Person Centered Care approach, and provides support in the implementation and rollout of best practices and initiatives.
• Engage patients, family or friends in conversation about the quality of services they are receiving to aid in service recovery, to encourage communication with clinicians and to capture and convey concerns and complaints to appropriate staff.
• Facilitates the complaint and grievance process; receives and documents patient feedback. Assigns and tracks investigations. Collaborates with senior leaders to resolve issues with immediate service recovery and identifies opportunities for improvement. Communicates to patients and families regarding progress and status of complaints / grievances. Facilitates appropriate and timely communication to address potential or actual patient care issues. Facilitates family meetings as necessary. Use critical thinking skills to ensure investigations are completed accurately and within regulatory requirements.
• Manages all documentation for Complaints and Grievance process.
• De-escalate when necessary and proactively resolve any challenges or issues that may arise during the patient’s visit.
• Works with senior leaders of assigned departments / locations to ensure comfort and access to care is available.
• Manages the department’s incident reporting tool. Creates submissions and shares patient feedback.
• Monitors and shares Patient Satisfaction Survey performance for dedicated / assigned areas.
• Participates during unit huddles. Represents the Office of Patient Experience (OPX).
• Responds to patient alerts and corresponds with professionalism and accuracy.
• Rounds on patients daily; greets every new admission, performs get-well rounds, education, and discharge rounds. Follows up with patients, families, and visitors previously encountered.
• Provide patient education for services available to patients and families.
• Provides team member education on best practices. Coaches and provides reinforcement as needed. Works with unit leader.
• Communicate patient concerns or problems to management and if necessary escalate to the Director and Chief of Patient Experience.
• Attend PX meetings, Ambulatory Care team meetings, Town Halls, and mandatory trainings.

Educational Requirements:
Bachelors Degree required, Masters Degree preferred

Required Experience:

• 1 – 2 years of Patient Experience in a Healthcare setting
• Training and Coaching skills preferred
• Strong communication (written and verbal) skills, professional, appropriate and tactful
• Problem-solving and critical thinking skills
• Service Recovery experience
• Knowledge of Electronic Medical Records
• Knowledge of Patient Satisfaction Surveys
• Proficient in Windows
• Bilingual preferred