Consumer Patient Experience Specialist

Ascension•Nashville, TN

1d•Onsite

About The Position

This role serves as the local market expert for patient experience, driving engagement and collaborating with leadership to translate CX metrics and trends into actionable improvement plans. The specialist will listen to, investigate, and resolve patient complaints and grievances, ensuring compliance with all timelines and maintaining a compassionate approach. They will utilize conflict resolution and negotiation skills to address dissatisfied consumers, triaging and escalating complex issues to the appropriate teams for timely resolution. Additionally, the specialist will design and facilitate patient relations training for staff and participate in cross-functional committees to enhance overall care standards.

Requirements

High School diploma equivalency with 2 years of cumulative experience OR Associate's degree/Bachelor's degree OR 4 years of applicable cumulative job specific experience required.
1 year of consumer or patient experience required.

Nice To Haves

3 years of consumer or patient experience preferred.

Responsibilities

Serve as the local market expert, driving engagement and collaborating with leadership to turn CX metrics and trends into actionable improvement plans.
Listen to, investigate, and resolve patient complaints and grievances, ensuring all compliance timelines are met with a compassionate approach.
Use exceptional conflict resolution and negotiation skills to address dissatisfied consumers, triaging and escalating complex issues to the right teams for swift resolution.
Design and facilitate patient relations training for staff.
Participate in cross-functional committees to elevate overall care standards.