Patient Service-Exp Specialist

Southcoast Health System, Inc.•New Bedford, MA

3d•$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. The organization has been voted ‘Best Place to Work’ for 7 years in a row. This role offers a culture of well-being that embraces, respects, and celebrates diversity, competitive pay, a comprehensive benefits package, generous Earned Time Off, an Employee Wellbeing Program, a 403B Retirement Plan with company match, tuition assistance/Federal Loan Forgiveness programs, and professional growth opportunities with customized leadership training.

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

Manage and resolve patient, family member, and visitor complaints and grievances within regulatory requirements.
Review patient survey results, manage the publishing process, and provide analysis of customer service outcomes to identify strategies 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.
Perform a variety of duties including complaint/grievance management and resolution for the System, requiring superior communication skills and the ability to manage sensitive patient topics.
Work both independently and collaboratively.