Job Description

Position Purpose

The Patient Experience Specialist oversees comprehensive programs, and associated data platforms, aimed to create exceptional guest experiences at Renown Health. Supports service recovery in the acute and outpatient care settings. Performs rounding requests and to assist patients, families, and visitors to provide service recovery in the moment. Incumbents are responsible in assisting and managing grievances and complaints. This includes but, is not limited to: Reaching out to leaders to ensure grievances are closed out within 7 business days, monitor tracking databases with other Patient Relation team members, assist leaders with providing proper resolution to patient concerns as required by regulatory bodies.

Nature and Scope

The key programs this position oversees, include:


1. The Service Culture Program, which involves a system-wide service training and sustainability strategy, coordination of the system patient experience council, and department-specific training/coaching.


2. The Provider Engagement Program, which focuses on relationship-centered onboarding, coaching, and development for providers.


3. The Patient and Family Partner program, which involves oversight of the patient and family advisory council and coordination of opportunities to engage guests into committee, policy, and process improvement work at Renown Health.


4. The Surveying, Education, and Vendor Management Program, which involves administration and ongoing management of patient experience data collected by Press Ganey and education/training for n-users on all patient experience data management platforms.


Lastly, this position will help to ensure that the organization is in alignment with government and agency regulations related to all CAHPS regulatory requirements.


Responsibilities include:


Development and delivery of patient experience training content.

Facilitation of the system patient experience councils Development and delivery of department-specific coaching/trainings Lead the Patient and Family Advisory Council (PFAC) and associated focus groups. Coordinate patient experience training(s) and onboarding for provider/resident teams. Serving as the main point of contact, and team lead, for the administration and ongoing management of all patient experience data collected by Press Ganey.

Ensuring operating compliance with government and agency regulations. Supporting the Service Excellence team with special projects aimed at improving patient experience.


This position does not provide patient care.

Disclaimer

The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills and efforts or work conditions associated with the job. It is intended to be an accurate reflection of the general nature and level of the job.

Minimum Qualifications

Requirements - Required and/or Preferred

Name

Description

Education:



Must have working-level knowledge of the English language, including reading, writing and speaking English. Required: Completion of a Bachelor's degree in a healthcare related field. Preferred: Master's degree.





Experience:



Minimum five years of experience in healthcare or customer service setting required.





License(s):



None





Certification(s):



Certified Patient Experience Professional (CPXP) preferred.





Computer / Typing:



40 WPM. Must be proficient with Microsoft Office Suite, including Outlook, PowerPoint, Excel and Word and have the ability to use the computer to complete online learning requirements for job-specific competencies, access online forms and policies, complete online benefits enrollment, etc.











Location: Renown Health 100715 Patient Experience

Schedule: Full Time - Eligible for Benefits, Day, 8-5