Patient Experience Advisor Cancer Center

UMC Health System

85d

About The Position

This Patient Experience Advisor is responsible for strengthening our culture of service, specifically by assisting the Patient Experience Manager and Chief Experience Officer with developing strategies and education to all levels of the organization. This position serves as an advocate for patients and their families to facilitate improved communication efficiency and customer satisfaction.

Requirements

• High School Diploma or GED
• +2 years of related customer service and/or patient care experience

Nice To Haves

• Knowledge of service excellence / customer service principles and practices
• Strong working knowledge of process improvement, customer relations, conflict resolution strategies, and project development
• Effective communication skills, both oral and written
• Excellent priority management skills

Responsibilities

• Respond to questions regarding patient care policies and treatment, and assist UMC/UMCP in achieving a satisfactory outcome to report to hospital/clinic departments involved.
• Serve as an advocate for patients and their families to improve communications, efficiency and customer satisfaction within the facility.
• Provide leadership and expertise in the development, implementation, oversight, and evaluation of service initiatives.
• Utilize Patient Experience feedback to drive improvement and provide summary of PX feedback and comments to key leaders when necessary.
• Serve as an organizational expert for patient experience using CAHPS and vendor data to benchmark and develop Best Practice solutions.
• Coordinate and provide competency training by presenting at UMC/UMCP service meetings and provide patient satisfaction & competency training annually.
• Evaluate current patient, family, physician, and staff education programs to ensure they align with a culture of patient-centered care.

Benefits

• Resilience program
• Emotional, Physical, Spiritual, Financial support
• On-Site Professional Counselors (EAP)
• Discounted Pharmacy Cost
• Cash Retention Bonus
• Retirement Benefits w/Employer Match
• PTO & Extended Illness
• Medical, Dental, & Vision Insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees