Patient Experience Specialist

Jacksonville, FL 32224

Posted: 05/01/2019 Industry: Other Area(s) Job Number: 35060

Job Description

Title: Patient Experience Specialist

The Patient Experience Specialist is responsible to maintain effective collaborative relationships with physicians, administrators, allied health staff, patients and their families. The Patient Experience Specialists 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 across business (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. 


Bachelor’ s degree plus 2 years of experience in healthcare OR 6 years of healthcare experience.

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.
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