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Patient & Customer Experience Specialist
2 months ago
- Role models Culture of C.A.R.E. and patient-centered organizational values.
- Maintains ongoing communication with patients, families and team members.
- Supports the development, implementation and evaluation of patient/customer experience-based programs, projects and improvements.
- Gathers key information to prepare presentations, documents and reports.
- Demonstrates basic understanding of how to collect and interpret patient experience feedback, data and performance metrics.
- Collaborates with site-based leadership to promote and sustain patient experience strategic plan.
- Participates in patient/customer experience improvement effofts; provides support for meetings and events.
- Coordinates educational and training programs aimed at engaging team members in patient/customer experience culture .
- Provides emotional support to patients, families, visitors and team members (ie during rounding, phone calls and/or other interactions) .
- Performs service recovery, follows policies/procedures regarding concern and complaint management, escalates to leadership, when appropriate .
- Operates under general guidance and work assignments are varied in complexity and may require interpretation and independent decisions on course of action.
- Performs related duties as required.
- All responsibilities noted here are considered essential functions of the job under the Americans with Disabilities Act. Duties not mentioned here, but considered related are not essential functions.