Patient Experience Specialist

UnityPoint Health•Cedar Rapids, IA

11d

About The Position

The Patient Experience Specialist supports the implementation and continuous improvement of patient experience strategies and initiatives to provide exceptional experiences. This role partners with leaders and team members to enhance the patient and family experience through education, data analysis and research, improvement initiatives, communication strategy, reward and recognition and patient engagement, working to ensure continued trust in UnityPoint Health. Why UnityPoint Health? At UnityPoint Health, you matter. We’re proud to be recognized as a Top 150 Place to Work in Healthcare by Becker's Healthcare several years in a row for our commitment to our team members. Our competitive Total Rewards program offers benefits options that align with your needs and priorities, no matter what life stage you’re in. Here are just a few: Expect paid time off, parental leave, 401K matching and an employee recognition program . Dental and health insurance, paid holidays, short and long-term disability and more. We even offer pet insurance for your four-legged family members. Early access to earned wages with Daily Pay, tuition reimbursement to help further your career and adoption assistance to help you grow your family . With a collective goal to champion a culture of belonging where everyone feels valued and respected, we honor the ways people are unique and embrace what brings us together. And, we believe equipping you with support and development opportunities is a vital part of delivering an exceptional employment experience. Find a fulfilling career and make a difference with UnityPoint Health.

Requirements

Bachelor's degree in healthcare administration, social work, nursing, communication or related field
2 years of healthcare and/or customer service experience
Proficient in Microsoft Office programs including Outlook, Word, Excel, PowerPoint and Teams

Responsibilities

Support departments in developing improvement plans
Analyze and develop industry best practices
Execute exper ience mapping activities
Develop and lead ex perience projects for assigned service area in alignment with system objectives
Partner with leaders and team members to hardwire patient-centered foundational behaviors
Facilitate education focused on patient experience best practices and organizational values
Support patient experience improvement initiatives
Monitor and interpret data from patient experience surveys, complaints and grievances, and external sources
Design and d istribute reports and presentations to communicate trends and insights
Identify key drivers of experience and analyze industry best practice
Engage Patient & Family Advisory Councils (PFACs)
Elevate the voice of the patient across the organization to inform decision-making and education
Participate in quality and patient experience committees
Proactively engage patients, families and team members throughout their care experience
Escalate concerns to appropriate departments and leaders, facilitating information gathering, investigation, improvement and resolution