Patient Experience Specialist
4500 San Pablo Rd Jacksonville, FL 32224
Patient Experience Specialist
This role will collaborate with departments and divisions (physicians, operational leaders and frontline staff) in responding to patient concerns that are received via letter, website, comment card, in-person or telephone. The Specialist serves as a liaison between customers, patients and/or their families and Internally (i.e., support, clinical departments, and administration) and provides insight and information as it relates to service recovery and complaint management processes. The Patient Experience Specialists provides a specific channel through which patients can seek solutions to problems, concerns, and unmet needs, in both outpatient and inpatient settings. These concerns are frequently emotionally charged and complex in nature requiring investigative work on the part of the Patient Experience Specialist. The emotionally charged nature of this work requires empathic and relationship-centered communications with patients and families including face-to-face meetings, phone calls, and letter correspondence. As follow-up to the initial intake from patients and families, there is investigative work to research patient complaints, professional correspondence with Physician and Administrative leadership, resolution coordination, and professional-level documentation summarizing the case and resolution within the Midas database. This work requires an understanding of associated regulatory and legal requirements and proficiency with all patient-related electronic medical record applications. In addition, Patient Experience Specialists require broad organizational awareness to perform quality analysis and research of patient complaints. May be assigned to help create complaint data reports and share metrics, which may include complaint and other quantitative/qualitative data. May assist with service recovery training. May assists in a service role through institutional projects as directed and approved by the Patient Experience Manager.
Bachelor’ s degree plus 2 years of experience in healthcare OR 6 years of healthcare experience.
The Patient Experience Specialists must gain in-depth knowledge of the Enterprise and its operations.
Requires strong written communication skills and relationship-centered care or interpersonal skills: listening, speaking, rapport building, empathy, conflict resolution/negotiation, complaint management, facilitation, and problem solving and crisis intervention.
Demonstrated successful collaboration and teamwork with colleagues within the work area and at all levels of an organization.
Able to tolerate an ambiguous, fast-paced, demanding and constantly changing work environment while maintaining strong critical thinking, communication and organizational skills.
Must be able to analyze information and data and have knowledge of computer tools.
May require proficiency in the use of: MICS, Health Quest, EMR, Midas Plus, and Internet/Intra-net.
Confidentiality, professionalism, and problem solving are essential.