Patient Service-Exp Specialist

Southcoast Health System•New Bedford, MA

1d•$54,579 - $91,749•Onsite

About The Position

Join Southcoast Health, a not-for-profit, charitable, health system with multiple hospitals, clinics and facilities throughout Southeastern Massachusetts and Rhode Island. Southcoast Health provides inclusive, ethical workplaces where highly skilled caregivers offer world-class, comprehensive healthcare close to home. This role is located at St. Luke’s Hospital in New Bedford, MA.

Requirements

Bachelors Degree in Healthcare Administration, Behavioral Science, Management, Marketing, Communications, Hospitality or comparable experience is required.
Excellent interpersonal, customer service, organizational and team building skills required.
Excellent facilitation, consultative, presentation skills required for educating and training.
A minimum of three years of relevant experience in customer service, health care, hospitality, retail, or patient advocacy environment required.
Experience in benchmarking, data interpretation and analysis related to market trends also required.
Must be fully vaccinated against seasonal Influenza and the COVID 19 virus or to be exempt from the requirement for medical or personal reasons by signing a statement certifying you are choosing to be exempt from vaccination once hired.

Nice To Haves

Masters Degree in a related field preferred.
Knowledge of healthcare environment and regulatory requirements regarding patient rights preferred.

Responsibilities

Work both independently and collaboratively to perform a variety of duties including but not limited to complaint/grievance management and resolution for the System, which requires superior communication skills along with ability to manage sensitive patient topics.
Lead resolution of complaints and grievances of patients, family members and visitors within regulatory requirements.
Review patient survey results, manage publishing process and provide analysis of customer service outcomes to identify strategies and plans for service excellence and patient experience improvement.
Prepare and provide monthly accountability reports.
Develop, implement, lead and/or participate in customer service and patient relations initiatives for Patient Care Services across Southcoast.
Manage and support critical service excellence and patient experience vendor relationships.