Patient Experience Specialist

BJC HealthCare • Des Peres, MO

2d • Hybrid

About The Position

BJC Healthcare is seeking a Patient Experience Specialist in its Risk Management Department. The role serves as an objective liaison for patients, family members, physicians, and leaders to investigate and resolve formal patient and family complaints. It manages the complaint resolution process, protects patient rights under applicable regulations and hospital policy, and supports the hospital’s mission, vision, and values.

The specialist coordinates the patient complaint program, conducts interviews and investigations, prepares responses, reports findings to organizational leaders, and manages complaint data and trend analysis. The position also develops complex care plans and recommends process improvements based on case trends. It partners with Risk Management on investigations and supports special projects and programs intended to enhance the service culture.

The stated schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m., with no weekends or holidays. Some flexibility for remote work is available.

Requirements

• Bachelor's degree in business, nursing, or a related field.
• Five to ten years of experience.
• Certification or licensure in area of expertise.

Nice To Haves

• Ten or more years of experience.

Responsibilities

• Develop, implement, and coordinate the patient complaint program.
• Act as the central recipient for formal patient complaints and manage the resolution process to ensure objective standards are upheld.
• Meet independently with patients and family members to conduct formal complaint interviews, assist with health care navigation questions, and provide investigatory follow-up.
• Coordinate and conduct thorough, objective investigations and prepare appropriate written or verbal responses according to federal regulations and hospital policy.
• Work with leaders to ensure thorough reviews and complete findings that meet regulatory standards, including research of medical records, allegation documents, and interview summaries.
• Report investigation findings to organizational leaders.
• Manage the patient complaint database and analyze and report statistical trends.
• Develop complex care plans for patients and/or family members in complex medical or behavioral situations.
• Recommend process improvement strategies based on complex case trends.
• Partner with Risk Management to investigate complaints and provide back-up resource support.
• Regularly report issues to Risk Management to assess potential liability associated with complaints.
• Collaborate on investigations requiring involvement from both departments.
• Develop, implement, and sustain special projects and programs to enhance the service culture.
• Participate in strategy development, implementation, and sustainment.
• Collaborate with other BJC Patient Experience-related departments to develop consistent enterprise policies, practices, and programs.
• Support the manager in developing and implementing special programs for staff, physicians, and community groups.

Benefits

• Comprehensive medical, dental, vision, life insurance, and legal services available on the first day of the month after hire.
• Disability insurance paid for by BJC.
• Annual 4% BJC Automatic Retirement Contribution.
• 401(k) plan with BJC match.
• Tuition assistance available on the first day.
• BJC Institute for Learning and Development.
• Health Care and Dependent Care Flexible Spending Accounts.
• Paid Time Off combining vacation, sick days, holidays, and personal time.
• Adoption assistance.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior