Patient Experience Specialist

The Patient Experience Specialist is a highly motivated and independent individual responsible for recommending and leading initiatives to achieve superior patient and employee experience consistent across our Inpatient Hospitals. They will assume the primary role of educating staff on the culture of excellence we expect towards our patients. Another portion of their role consists of documenting and reporting concerns and compliments to inpatient leadership and appropriate team members. They actively work to improve the patient experience through proactive rounding, process improvement, and leveraging technology and innovation. This position also coordinates activities to improve employee engagement.

Responsibilities:

• Creates guidelines for consistency around patient experience and employee engagement across our Inpatient Hospitals.
• Actively manages and monitors the Patient Satisfaction Surveys, analyzes data, highlights trends and makes recommendations for improvement to leadership.
• Develops workflow and process improvement initiatives for a consistent care experience
• Coordinates the development and implementation of initiatives, policies and procedures, including staff education activities (A.R.T. of Caring), to improve patient experience and employee engagement.
• Investigates new technology to enhance the patient experience and employee experience
• Acts as a liaison to address patient complaints, ensuring all complaints are formally tracked, routed to the proper department for complete service recovery, and closed.
• Occasional travel required to multiple Inpatient locations
• Performs other duties as assigned

Qualifications:

• Minimum of a Bachelor’s Degree required
• Experience in patient experience, customer service or hospitality
• Proficient knowledge of Microsoft Office Suite (Excel, Power Point, Word)
• Project management (PM) background or interest in furthering education in PM
• Interest in researching/leveraging technology to improve patient experience and employee engagement

Location: Brooks Bartram Inpatient Hospital

Hours: Monday - Friday, 8am - 5pm

Thriving in a culture that you can be proud of, you will also receive many employee benefits such as the following:

• Competitive Pay
• Comprehensive Benefits package
• Vacation/Paid Time Off
• Retirement Plan
• Employee Discounts
• Education and Professional Development Programs

Disclaimer: This job description describes the general nature and level of work only. It is not an exhaustive list of all responsibilities, duties, and skills. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.