Patient Experience Specialist

Mayo Clinic • Mankato, MN

267d • $32 - $49 • Onsite

About The Position

The Patient Experience Specialist position is part of an Enterprise team responsible for intake of patient concerns via phone or in person. The role involves reviewing information with practice leadership and responding to patients to resolve their concerns. The specialist collaborates with various departments and serves as a liaison between patients and Mayo Clinic, providing insights related to service recovery and complaint management. The position requires empathic communication with patients and families, investigative work on complaints, and professional documentation of cases. The specialist may also assist in creating complaint data reports and service recovery training.

Requirements

• Bachelor's degree required.
• Two years of experience in healthcare or related fields.
• Strong written communication skills.
• Relationship-centered care or interpersonal skills including listening, speaking, rapport building, empathy, conflict resolution, and problem solving.
• Ability to tolerate a fast-paced and demanding work environment.
• Strong critical thinking, communication, and organizational skills.
• Knowledge of computer tools and ability to analyze information and data.
• Confidentiality, professionalism, and problem-solving skills.

Nice To Haves

• Approachable and compassionate demeanor.
• Good organizational skills.
• Effective communication skills.

Responsibilities

• Intake patient concerns via phone or in person.
• Review information with practice leadership and respond to patients.
• Collaborate with departments and divisions in responding to patient concerns.
• Serve as a liaison between customers, patients, and Mayo Clinic.
• Provide insight and information related to service recovery and complaint management.
• Conduct investigative work to research patient complaints.
• Coordinate resolution and document cases within the Midas database.
• Create complaint data reports and share metrics.
• Assist with service recovery training and institutional projects.

Benefits

• Medical: Multiple plan options.
• Dental: Delta Dental or reimbursement account for flexible coverage.
• Vision: Affordable plan with national network.
• Pre-Tax Savings: HSA and FSAs for eligible expenses.
• Retirement: Competitive retirement package.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Hospitals
• Education Level: Bachelor's degree