Patient & Customer Experience Specialist (TEMP)- FlexStaff
About The Position
Supports inter-departmental functions to provide an optimal patient and customer experience. Fosters and maintains relationships with key stakeholder leaders and teams to support a culture of patient- and family-centered care, care delivery, and hospitality. The position supports patient/customer experience programs and improvement efforts, gathers information for presentations and reports, and helps promote the patient experience strategic plan. It also provides emotional support and service recovery for patients, families, visitors, and team members, following concern and complaint management policies and escalating issues to leadership when appropriate. Work is performed under general guidance; assignments vary in complexity and may require interpretation and independent decisions about the course of action. All responsibilities noted are considered essential functions under the Americans with Disabilities Act. Related duties not listed are not considered essential functions. The advertised salary range or hourly rate is a good-faith estimate of potential base compensation and may be modified. Compensation may be determined by factors such as location, specialty, service line, relevant experience, education, credentials, negotiated contracts, budget, and internal equity.
Requirements
- Bachelor's degree or an equivalent combination of education and related experience.
- 1–3 years of relevant experience.
Responsibilities
- Role-model the Culture of C.A.R.E. and patient-centered organizational values.
- Support the development, implementation, and evaluation of patient/customer experience-based programs, projects, and improvements.
- Gather key information to prepare presentations, documents, and reports.
- Demonstrate a basic understanding of collecting and interpreting patient experience feedback, data, and performance metrics.
- Collaborate with site-based leadership to promote and sustain the patient experience strategic plan.
- Participate in patient/customer experience improvement efforts and support meetings and events.
- Support educational and training programs aimed at engaging team members in a patient/customer experience culture.
- Provide emotional support to patients, families, visitors, and team members during rounding, phone calls, and other interactions.
- Perform service recovery; follow policies and procedures for concern and complaint management; and escalate issues to leadership when appropriate.
- Perform related duties as required.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
