Patient Experience Specialist

Gonzaba Medical Group•San Antonio, TX

4d•Onsite

About The Position

The Patient Experience Specialist recovers and resolves negative customer service experiences and works to regain patient loyalty. The role mitigates and responds to patient satisfaction ratings and incidents while developing internal workflows to improve the patient experience. The specialist leads and coordinates service recovery, communicates updates to patients, and works with GMG staff and leadership to reach satisfactory resolutions. The position supports patient loyalty and retention and enhances the service experience from beginning to end. This role has no supervisory responsibilities. The specialist serves as the main contact for patient complaints and grievances, manages their tracking and resolution, maintains complaint records, administers service recovery tools, and helps establish and train staff on service recovery processes. The role also analyzes complaints and trends, identifies root causes and organizational barriers, communicates findings to audiences and stakeholders, and collaborates across departments and with payers to improve patient support and satisfaction. The work environment may be a clinical setting, an office in a clinical environment, or outdoors, depending on the assigned area. The role may involve exposure to communicable diseases, bodily fluids, toxic substances, ionizing radiation, medicinal preparations, and other conditions common to a clinic environment. Physical requirements include manual dexterity; sitting, standing, stooping, reaching, kneeling, crouching, bending, and walking; lifting up to 10 pounds; close vision and the ability to adjust focus; and working efficiently under moderate pressure or time constraints.

Requirements

Minimum high school education or equivalent.
At least 1 year of experience in a healthcare setting.
Skilled in using computer and EMR systems.
Knowledge of word processing, spreadsheet, internet, and database software.
Commitment to healthcare regulations, HIPAA compliance, and patient data confidentiality.
Ability to work efficiently under moderate pressure or time constraints.

Nice To Haves

Fluency in English and Spanish is preferred.
A bachelor's degree in healthcare administration or a related field is highly preferred.
Call center, operator, or multi-line receptionist experience is preferred.

Responsibilities

Act as the main point of contact for patient complaints and grievances, including tracking, reporting, escalation, and resolution.
Maintain a database of historical patient complaints and resolution outcomes.
Implement and maintain a formal service recovery model and support staff proficiency through ongoing training.
Own and administer service recovery tools used by the department and organization.
Ensure complaints are logged appropriately and escalated to the correct leadership teams for timely resolution.
Answer inbound calls related to patient complaints, including calls transferred from other departments.
Place outbound calls as directed by the Director of Patient Experience; follow and optimize appropriate call scripts.
Coordinate service recovery steps as a liaison between patients and the business, communicating relevant updates to patients and stakeholders.
Set expectations when complaints are filed, including next steps, turnaround time, and follow-up actions.
Present service recovery data, trends, and insights to live audiences.
Communicate status updates to patients by phone and/or email throughout the service recovery lifecycle.
Analyze patient complaints monthly to identify trends and opportunities to prevent dissatisfaction.
Ensure patient-facing departments follow defined service recovery protocols and processes.
Provide insights into patient pain points to support development of the patient support strategy.
Identify and resolve organizational barriers that delay or prevent timely complaint resolution.
Send follow-up letters to patients after complaints are resolved and closed.
Research complaints and collaborate with clinical and non-clinical department leaders to ensure complaints are worked and documented within the timeframe set by the PX Director.
Drive root cause analysis and document and communicate preventative measures.
Provide service recovery training to new hires during onboarding.
Support employee recognition initiatives by sharing positive patient feedback about exceptional employee performance.
Partner with payers to share relevant patient feedback about plans, benefits, and patient value.
Support other departments, initiatives, and projects by providing customer service data.
Represent GMG positively and provide exceptional customer service to existing patients.
Correctly advise and direct callers using knowledge of GMG, managed care, health insurance plans and agents, providers, operations, and other GMG protocols.
Work collaboratively across departments to carry out the patient retention strategy and resolve service complaints.
Contribute to service recovery service-level agreements, department and company metrics, and goals.
Participate in committees and workgroups as needed to report outreach data and trends.
Maintain knowledge of and commitment to healthcare regulations, HIPAA compliance, and patient data confidentiality.
Participate in educational programs as needed and perform other assigned duties.