Patient Experience Specialist

LMHS Careers • Newark, OH

1d

About The Position

The Patient Experience Specialist at Licking Memorial Health Systems provides support as a liaison between patients and staff under the direction of the Vice President of Development & Public Relations. The role represents the perspectives of patients, families, significant others, visitors, and the community, collaborating with organizational leaders and workforce members to help ensure expectations of care are met or exceeded.

The specialist promotes positive relationships and a customer-service-focused culture, rounds with patients and hospital service teams, follows up on requests and concerns, documents patient interactions and preferences, and works with the Patient Experience Project Manager to identify trends and improvement opportunities. The position also reviews patient-experience data, supports service recovery and improvement outcomes, reports regularly to leadership and committees, participates in teleconferences with Press Ganey and CipherHealth, and co-facilitates annual Patient Experience Week.

Requirements

• A bachelor's degree is preferred, or three years of relevant experience.
• Exceptional interpersonal and customer service skills.
• Strong computer skills, including the ability to learn new technology quickly.
• Strong verbal and written communication skills.
• Ability to interact professionally with all levels of staff and leaders, including coworkers, senior leaders, and members of the medical staff.
• Strong critical-thinking skills and the ability to make appropriate decisions quickly.
• Dependability and trustworthiness, including the ability to handle sensitive information confidentially.
• Ability to operate telephones, printers, copiers, and fax machines.

Nice To Haves

• Familiarity with the LMH organizational structure.

Responsibilities

• Promote a positive hospital image to staff, patients, and the community.
• Build and maintain positive relationships with patients and staff by supporting a proactive customer-service culture.
• Attempt to round on each patient at least once during their stay.
• Document patient communications and interactions during daily rounds.
• Document patient preferences and unique attributes for future areas of focus.
• Follow up promptly on patient requests related to culinary services, environmental services, patient care, facility issues, and other matters.
• Round regularly with Culinary and EVS Management.
• Recognize staff, physicians, and volunteers who demonstrate exemplary customer service.
• Discuss patient concerns or unsatisfactory conditions immediately with managers or other staff as needed.
• Share and resolve challenges with peers in a timely manner.
• Work with the Patient Experience Project Manager to identify trends and improvement opportunities.
• Review Patient Experience data to drive improvement outcomes and service recovery efforts.
• Report weekly to the Vice President of Development & Public Relations.
• Report monthly to the HCAHPS Steering Committee.
• Participate in monthly teleconferences with Press Ganey and CipherHealth.
• Co-facilitate annual Patient Experience Week.
• Perform special duties or projects as assigned.

What This Job Offers

• Job Type: Full-time