Patient Experience Specialist

Winona Health • Winona, MN

3d

About The Position

The Patient Experience Specialist i nvestigates, resolves, documents, and reports organization-specific patient and visitor compliments and concerns to leadership and caregivers. This role develops, implements, and participates in customer service and patient relations initiatives. Provides monthly reporting on active, closed, and outstanding cases.

Requirements

• Bachelor’s degree or four years of equivalent work experience in related field
• Minimum of 3 years of customer service experience, preferably in a health care setting
• Knowledge of health insurance, understanding the basics of deductibles, co-payments, and co-insurance
• Ability to communicate effectively
• Advanced computers skills in Microsoft Word and Outlook

Responsibilities

• Facilitates resolution of complaints, grievances, and requests by patients and visitors.
• Works directly with patients or family members to resolve concerns, which may include calling their insurance company when needed.
• Respond to suggestions and compliments submitted by patients and provide positive reinforcement to involved caregivers.
• Document patient/visitor concerns to include patient demographic data, synopsis of incident, actions taken to resolve, and outcome; input into Winona Health’s incident tracking database.
• Compose letters or e-mails to patients, visitors, and other stakeholders ensuring grammatical accuracy and according to the terms of the Winona Health grievance policy.
• Coordinate interventions/services/follow-up with Winona Health leadership and Risk Management.
• Identify systems related problems, via patient/visitor data, and work collaboratively with leadership and caregivers to resolve.
• Analyze complaint/grievance data and provide monthly reporting.
• Support a patient/customer-focused culture.
• Participate on committees, work groups, and/or process improvement teams that improve patient/customer satisfaction.
• Perform other duties as assigned.

Benefits

• Health Insurance: Options for medical, dental, and vision coverage, as well as mental health support and wellness incentives
• Income Protection: Short and long-term disability, plus additional benefits like accident, critical illness, hospital indemnity, legal assistance, and identity protection plans
• Retirement Planning: Access to a 403(b) retirement plan with employer contributions once eligibility requirements are met
• Work/Life Balance: Flexible scheduling, paid time off, and earned sick time to support personal well-being
• Education & Development: Paid training, tuition reimbursement, scholarships, and sponsored seminars to foster both personal and professional growth
• Employee Discounts: Special offers with local businesses, including the YMCA and cell phone providers

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees