Patient Experience Assistant

OUTER CAPE HEALTH SERVICES INC•New Orleans, LA

8d•$24 - $29•Onsite

About The Position

The Patient Experience Assistant serves as the first point of contact for patients and families requiring service recovery, support, or assistance navigating their care experience. Reporting to the Director of Patient Experience, this role will work collaboratively with clinical and operational leaders, this role investigates patient concerns, coordinates timely follow-up, identifies opportunities for improvement, and promotes a culture of service excellence across the organization. This position manages patient feedback programs, monitors patient satisfaction trends, and provides data and recommendations that support organizational quality improvement initiatives. The role transforms individual patient experiences into organizational learning opportunities that improve care for all patients.

Requirements

Experience in healthcare, customer service, patient relations, medical office operations, or quality improvement.
Excellent judgment, conflict resolution, and ability to solve problems in a timely manner.
Excellent interpersonal skills, written and verbal communication skills, organizational abilities, computer experience, and the ability to work within a collaborative team setting.
Experience with electronic medical records (EPIC preferred) and Microsoft Office.
Ability to adhere to strict confidentiality standards.
Demonstrated ability to work effectively both as a team member and independently within a culturally diverse and inclusive environment.

Nice To Haves

One (1) year of undergraduate education in healthcare, business, communications, or related field preferred.

Responsibilities

Respond to patient concerns, complaints, compliments, and grievances with professionalism, empathy, and timely follow-up.
Conduct fact-finding conversations with patients, families, providers, and staff to fully understand concerns.
Document patient interactions and service recovery activities in Epic and other tracking systems.
Ensure patient concerns are addressed in accordance with organizational policies and regulatory requirements.
Escalate patient safety, quality, or compliance concerns to appropriate leadership.
Monitor patient satisfaction survey results and patient comments to identify trends and opportunities for improvement.
Prepare routine reports and dashboards summarizing patient experience metrics and themes.
Recognize and share positive patient feedback with leaders and staff.
Partner with clinical and operational leaders to implement service recovery and patient experience improvement initiatives.
Develop and maintain educational resources, communication tools, and patient-facing materials that enhance the patient experience.
Support community outreach and communication efforts related to patient experience as assigned.
Other related duties and projects as assigned.