Patient Experience Specialist I

CLS Health PLLC•Webster, TX

About The Position

About CLS Health CLS Health is a growing healthcare system in Houston, Texas that is taking a different approach to healthcare. We are a physician-led healthcare group that focuses on providing patients with holistic, multispecialty care. We're a dynamic team on a mission to provide better healthcare options for Houstonians! Job Summary: The Patient Experience Specialist plays a critical role in managing, investigating, and resolving patient complaints while identifying system-wide opportunities to improve service delivery and patient satisfaction. This role requires strong analytical skills, attention to detail, and extensive cross-departmental collaboration. The Specialist is responsible for accurately logging, reviewing, researching, escalating, and closing patient concerns while ensuring appropriate documentation, follow-up, and reporting. The role also contributes to audits, trend analysis, and improvement initiatives that strengthen the overall patient experience across CLS Health.

Requirements

Adept at queries, writing reports, and making presentations.
Team-working skills
Strong communication and interpersonal skills, with the ability to interact effectively with patients, families, and healthcare professionals.
Knowledge of healthcare regulations, quality improvement methodologies, and patient experience best practices.
Bachelor's degree in healthcare administration, business administration, or Master’s degree preferred
At least two years in Data Processing, with at least two years of experience with database management systems
Prolonged periods sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.

Responsibilities

Accurately document all new complaints in the Excel-based tracking system, ensuring complete and correct patient identification, often requiring additional investigation when information is incomplete or inaccurate.
Manage high complaint volumes efficiently while maintaining accuracy and attention to detail.
Careful analysis of complaint details and patient feedback.
Retrieval and review of all relevant documentation
Listening to and reviewing multiple call recordings when necessary to fully understand patient concerns.
Comparing patient feedback with documented information to identify gaps, discrepancies, or process failures.
Determine whether patient concerns have already been resolved prior to escalation.
When unresolved, prepare and send detailed, well-documented communications to Clinic Leads and Operations Managers outlining the concern, findings, and required actions.
Perform consistent follow-up with unresponsive stakeholders and escalate appropriately to ensure closure and accountability.
Coordinate resolution across multiple departments when complaints span clinical, operational, or administrative areas.
Conduct in-depth reviews that uncover systemic or recurring issues impacting patient experience.
Identify issues such as incorrect contact information, unmonitored voicemail boxes, or unclear call ownership and collaborate with Marketing, IT, and clinic teams to implement solutions.
Perform call audits and service reviews (e.g., auditing 25+ VMAs within defined timeframes).
Prepare summaries, findings, and corrective recommendations for leadership.
Track low Net Promoter Score (NPS) trends and recurring complaint themes.
Provide insights and data to leadership to support informed decision-making and performance improvement initiatives.
Travel to other CLS Health locations as needed.
Perform other duties as assigned.