Patient Experience Specialist (FT- 1.0 FTE, Day Shift)

Bozeman Health•Bozeman, MT

About The Position

Position Summary: The Patient Experience Specialist is responsible for developing the strategy and leading the implementation to ensure improved understanding and results in our patient experience metrics. The Patient Experience Specialist provides coaching and support to the health center sites to ensure effective and successful patient experiences and improve patient satisfaction and outcomes in support of our operations. The Patient Experience Specialist will be Bozeman Health's designee to receive, respond to, and follow up regarding patient satisfaction scores for both inpatient and ambulatory sites. Working at Bozeman Health is more than just a job--it's a commitment to caring for the communities of Southwest Montana by being their partner in health and wellness, compassionately delivering the best care for each person, every time. In every role, our employees are inspired by their ability to care for our community and our Culture of Excellence guides each employee to be a high performer, engage in transparent and timely communication, demonstrate dynamic learning and teaching, excel through change, express gratitude and experience joy.

Requirements

A bachelor's degree in healthcare administration or a related field, an equivalent combination of education and experience will be considered.
Minimum of three (3) years experience in patient customer service or relations.
Demonstrates sound judgment, patience, and maintains a professional demeanor at all times
Exercises tact, discretion, sensitivity, and maintains confidentiality
Performs essential job functions successfully in a busy and stressful environment
Learns current and new computer applications and office equipment utilized at Bozeman Health
Strong interpersonal, verbal, and written communication skills
Analyzes, organizes, and prioritizes work while meeting multiple deadlines
Works varied shifts as scheduled and/or needed

Nice To Haves

Experience in patient experience in a hospital setting.

Responsibilities

Understand the patient journey and which aspects of the patient experience drive satisfaction, as well as dissatisfaction.
Working with the Quality and Safety team, lead the effort to develop clear standards and expectations in regard to patient experience.
Understand, analyze, and communicate patient experience survey data - identifying trends and areas for improvement and learning about and sharing best practices for optimal outcomes.
Communicate with departments about specific feedback (compliments/changes in site metrics), develop solutions, and resolve issues.
Regularly review interior and exterior atmosphere for patient comfort, accessibility, safety, cleanliness, updated signage, posters, and promotional materials.
Meet with departments regularly at huddles/staff meetings.
Report out at Quality, Safety, and Operations meetings as appropriate.
Identify key drivers of performance change, including strategies for communication, teamwork, and safety.
Strategize and implement a course of action based on patient/family member feedback- evaluate and follow up.
Provide patient experience survey data summary reports to clinicians and sites as well as interpretation and best practices.
Round and visit with patients in inpatient and ambulatory settings
Partner with Patient Relations if complaints or grievances are identified when rounding for prompt attention and resolution led by Patient Relations
Work with department leaders on developing doable, sustainable, and measurable strategies for improvement.
Develop and lead a patient/family advisory council.
Special projects as assigned, including patient portal engagement projects, marketing materials, advocacy designation, audit prep, event planning, etc.
Other duties as assigned