Patient Experience Specialist

Licking Memorial Health Systems • Newark, OH

1d

About The Position

Under the direction of the Vice President Development & Public Relations, the Patient Experience Specialist serves as a liaison between patients and staff. The role represents the perspectives of patients, families, significant others, visitors, and the community while collaborating with organizational leaders and workforce members to ensure that care meets or exceeds expectations.

The specialist supports a positive patient experience through patient rounding, prompt follow-up on requests and concerns, recognition of exemplary service, review of patient experience data, and collaboration on improvement and service recovery efforts. The role also provides regular reports to organizational groups and participates in patient experience initiatives.

Requirements

• Bachelor's degree 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 and the ability to interact professionally with all levels of staff and leaders, including co-workers, senior leaders, and members of the medical staff.
• Strong critical-thinking skills and the ability to make appropriate decisions quickly.
• Dependable and trustworthy, with the ability to handle sensitive information confidentially at all times.
• Ability to operate telephones, printers, a copier, and a fax machine.

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, fostering a culture focused proactively on customer service.
• 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 involving culinary services, EVS, patient care, facility issues, and other matters.
• Round regularly with Culinary and EVS Management.
• Recognize staff, physicians, and volunteers who demonstrate exemplary customer service.
• Immediately discuss patient concerns and unsatisfactory conditions 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 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