Patient Service Specialist II

Scotland Health Care System in Laurinburg, North Carolina•Pembroke, NC

3d•Onsite

About The Position

This role oversees and coordinates patient experience efforts within the department/practice. It involves auditing, data analysis, and process observation to identify service performance gaps and implement solutions. The specialist is responsible for measuring and presenting patient experience progress, monitoring change efforts, and evaluating results. They will identify areas for improvement, present recommendations to leadership, and make routine rounds to observe patient needs. The role also involves responding to crisis situations, coordinating educational materials on patient rights, investigating grievances, and serving as a resource for performance improvement initiatives. Additionally, the specialist will identify learning needs, assist in designing and delivering training interventions, and develop/lead Service Recovery initiatives. They will also develop and implement department goals, objectives, policies, and procedures, and manage department operations including assisting with interviewing, selecting, and orienting staff. The role supports regulatory compliance, maintains knowledge of legal issues, and integrates the department into the organization's primary functions. This includes organizing, planning, and directing department activities to comply with organizational goals and philosophy, maintaining productive working relationships, and supporting customer satisfaction programs. The specialist will represent the department at various meetings and is responsible for their own professional development.

Requirements

Full time
Various shifts
Community-owned, not-for-profit organization
Mission: to deliver safe, high-quality, compassionate, and sustainable health care to everyone in need.
Full spectrum of services—including inpatient, outpatient, and emergency care—along with specialized programs in cancer treatment, cardiac care, surgical services, and women’s health.
Culture is built on caring—for our patients and for our people.
Scotland Health Care System in Laurinburg, North Carolina is proud to be the community's health care system.
Community owned and controlled not-for-profit organization that includes Scotland Memorial Hospital, Scotland Physicians Network with sixteen medical practices, Scotland Regional Hospice (formerly Hospice of Scotland County), Scotland Family Counseling Center, and Scotland Memorial Foundation.
Healthcare is evolving. Advances in medicine and strides in technology are providing local communities access to better healthcare.
Desire to provide the best care possible.
Beliefs About Our Future: To successfully accomplish our Mission and Vision our transformation must include creative and innovative changes in what we do and how we do it.
Must change from a hospital and provider-centric model to a patient-centered, ambulatory model.
Continued focus on moving the industry to an increasingly ambulatory based delivery model focused on the health of the individual patient and the overall health of the population we serve.
New payment models will incent us to better coordinate our patient’s care along the continuum of services.
New partners, arrangements, and competitors will emerge for us as a result of the new treatment and payment models.
Strategically advantaged by coordinating access to a comprehensive continuum of care.
Patients and their families will behave more like Consumers, expecting more Value, Convenience, and Access, in addition to caring and compassionate Service.
Limited opportunities to pursue Smart Growth will necessitate us focusing our strategic efforts and resource allocation decisions.

Responsibilities

Oversee and coordinate patient experience efforts to perform department/practice level auditing, data analyses and process observations in order to identify current service performance gaps and identify effective and innovative solutions to address them.
Responsible for measuring and presenting overall patient experience progress and effectiveness.
Monitor patient experience change efforts and evaluate results. Perform periodic auditing to ensure the consistent application of evidence based tools and techniques.
Identify areas for improvement and provide/present detailed recommendations and proposed action plans to facility leadership.
Makes routine rounds throughout patient care areas to observe and evaluate patient needs.
Responds to crisis situations and makes appropriate referrals as needed.
Provide useful and explanatory reporting to key stakeholders regarding improvement progress in the targeted entity focus areas.
Assist leaders in the development and cost effective implementation of system and entity-specific strategies aimed at maximizing patient experience. Collaborate with leaders to prioritize initiatives and facilitate work teams.
Provide coaching and consulting to leadership and staff in order to drive patient experience improvements and help to ensure the achievement of patient satisfaction goals.
Participate in SHCS patient experience team meetings sharing best practices and key strategies as appropriate.
Keeps Director (and other leaders as appropriate) informed on reportable situations and departmental needs.
Maintains a list of special services which patients/families may require.
Coordinates written educational materials and programs related to regulatory standards concerning patients' rights and responsibilities.
Investigates, documents, and resolves grievances concerning the quality of care and service while assuring Director (and other leaders as appropriate) is made aware of potential liability issues.
Serves as a resource for performance improvement efforts in support of the patient experience strategy.
Identify learning needs and assist in the design, implementation, and delivery of training interventions aimed at improving facility service performance, including new hire orientation. Evaluate effectiveness and make adjustments where necessary.
Develops and leads Service Recovery initiatives across the organization.
Develops and implements department goals, objectives, policies, and procedures that guide and support the provision of services for department operations.
Motivates staff to accept and practice policies, procedures, goals, and objectives.
Annually (or as necessary) reviews & revises department policy manuals.
Responsible for management of the department including: Assists with interviewing, selecting, and orienting staff.
Maintains certification and accreditation regulatory requirements for the department as evidenced by: Supporting efforts to ensure organizational compliance.
Maintaining current knowledge of legal issues that may impact department.
Integrates the department/service into the organization’s primary functions as evidenced by: Assisting with organizing, planning, and directing department’s functions and activities to comply with the long- and short-term goals and hospital philosophy and policy.
Maintaining productive and constructive working relationships with other departments
Maintains performance improvement and customer satisfaction programs as appropriate as evidenced by: Working with other departments as needed to monitor processes and functions to continually improve services.
Supporting and serving as a role model for customer relations and performance improvement processes.
Promoting positive relations and displaying harmonious relationships and favorable attitudes toward patients, visitors, and health care teammates as exhibited by administrative observations and/or feedback received from patients, visitors, and Scotland Health teammates.
Represents the department at various internal and external meetings, committees, and/or organizations as appropriate.
Responsible for professional development as evidenced by: Attendance at in-service and continuing education programs.
Reporting new information gained through workshops or individual study to peer group and/or department.
Establishes professional development goals.
Maintains active membership in professional organization.