CHS Service Excellence Specialist

1 week ago

Ithaca, United States Cayuga Health System Full time
CHS Service Excellence Specialist

Cayuga Health and its affiliates are the region's leading healthcare system and most trusted providers of integrated health services, empowering our people in our mission to equitably improve the well-being of the communities we serve. Our commitment to providing extraordinary healthcare begins with our team of extraordinary professionals who are continuously discovering clinical innovations and enhancing access to the most up-to-date facilities, equipment, technologies, and research protocols. Cayuga Health's commitment to our employees includes competitive compensation, comprehensive employee benefits programs, and the opportunity to explore and build a career in healthcare through our many professional development programs.

The CHS Service Excellence Specialist is responsible for the planning, implementation, and evaluation of the Patient Relations and Service Excellence Program to fulfill the CHS mission as well as meet key hospital and organizational goals. The Specialist guides leaders and staff in gaining awareness of patients' perceptions of their experience and implements effective strategies to improve patient perception of care and reduce complaints. The Specialist is responsible to assess feedback, suggest performance improvement opportunities and communicate back program findings to Leadership as well as the Department.

Provides consultative services across the hospital system for patient relations in conjunction with clinical risk and patient safety methodologies, and partners with other subject matter experts to drive performance optimization. Serves as a Patient Advocate to support and navigate patients through the healthcare process addressing customer service issues that arise. The Patient Relations Coordinator collects and maintains grievance/complaint and HCAHPS data to utilize in the development of training, initiatives, and education to improve the patient and family experience.

The Specialist facilitates efforts aligned with person centeredness throughout the organization aimed at improving systems and processes for better outcomes with patients and families. The Specialist leads committees/workgroups that are core to the Patient Experience program and co-creates solutions with frontline team members. Presents data in many venues for clear communication related to patient relations throughout the organization and maintains the Planetree Recognition program.

The role collaborates with clinical and non-clinical departments to drive tactics to help improve the person experience.

Roles and Responsibilities:
    • Incident Management:
      • Handle incoming complaints, grievances and compliments and escalates concerns that may have a significant impact on brand value and perception
      • Maintain records, history, related correspondence, and documentation surrounding grievances and complaints in accordance with CMS and NYSDOH regulation;
      • Collaborate and direct progress on closure of incidents and monitor service recovery efforts,
      • and monitor status of denied claims and appeals;
      • Provide timely reports to management and the Board of Directors on the status of complaints, compliments and grievances while analyzing trends that will aid in improvement
    • General Patient Advocacy Program Administration:
      • Co-manage the organization's complaint intake processes, including hospital and post-acute processes;
      • Track and maintain compliments and Planetree moments in order to drive Service Excellence;
      • Keep up to date postings associated with the Rights and Responsibilities in areas as outlined by regulation;
      • Assist with policy, signage and informational material that aid in patient experience;
      • Work closely with Marketing and Communication as it pertains to community perception and messaging where indicated.
        • Situational Leadership: Knows, understands, incorporates, and demonstrates the Organization's Mission, Vision, and Values in behaviors, practices, and decisions.
    • Performance Monitoring: Monitor and report on the progress of action items associated with Patient Family Advisory Council and Patient Experience Surveys.
    • Team Leadership: Provide guidance and support to management, leads, and team members, fostering a culture of safety and inclusivity for our patients and the community.
      • Act as an advisor to leadership in patient complaint/grievance issue resolution including but not limited to timely investigation, follow up with patients, care providers, and staff
    • Training and Development: Identify training needs and opportunities for staff to enhance their understanding and skills associated with person centeredness and service excellence.
      • Provides coaching and training on patient care experience (including but not limited to Planetree) for leadership and staff across the organization.
      • In conjunction with leadership develop and implement employee and provider recognition/engagement strategies, to support, promote and maintain experience excellence programs and initiatives
      • Reviews, analyzes and distributes patient experience data (surveys, etc.)
      • Contribute to the development and implementation of other projects, programs (specifically Planetree), procedures and guidelines to support and align with patient care and service excellence objectives
Required Skills and Experience:
  • Associates Degree Required
  • 3 + years of professional service industry experience (i.e hospitality, patient relations, quality and patient safety, risk management)
  • Effective communicator at all levels across the organization
  • Excellent people skills: professional, kind, and a great listener
  • Excellent written and verbal communication skills
  • Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook)
Preferred Skills and Experience:
  • Bachelors Preferred
  • Lean Six Sigma Yellow Belt (or will be required within 3 years of hire)
Physical Requirements:
  • Sedentary work: Exerting up to 10 pounds of force occasionally in carrying, lifting, pushing, pulling objects. Sitting most of the time, with walking and standing required only occasionally.
Location and Travel Requirements:
  • CMC Main Campus
  • In-person (80%)/ Hybrid (20%)
  • Travel: Required within the various CHS locations, including Cayuga Medical Associates Clinics
Pay Range Disclosure:
  • $70,000 to $75,000 per year

Cayuga Health System and its affiliates are committed to treating all patients, providers, staff and volunteers equitably and with dignity, ensuring the highest levels of safety, care and respect, and striving to recognize and overcome biases and policies that contribute to disparities in healthcare access, equitable care and positive health outcomes for all.

We are proud to be an Equal Employment Opportunity employer, supporting the growth and health of our employees and community by embracing the rich diversity, needs and circumstances of all peoples and prioritizing opportunities to build a diverse and inclusive workplace. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable protected characteristics.

If you require reasonable accommodation to complete a job application, pre-employment testing, a job interview or to otherwise participate in the hiring process, please contact the Cayuga Health Talent Acquisition team at .

I certify that the information contained in this application is correct and complete to the best of my knowledge. I understand that any falsification or omission of information may disqualify me from further consideration for employment or, if hired, may result in termination. In consideration for my employment, I agree to abide by the rules and regulations of the company, which rules may be changed, withdrawn, added, or interpreted at any time, at the company's sole option and without prior notice to me.

I understand that any hiring decision is contingent upon my successful completion of all of the Company's lawful pre-employment/post-offer checks, which may include a background check, drug screen, employment references, and licensing review. If I am made a conditional offer of employment, I agree to execute any consent forms necessary for the Company to conduct its lawful pre-employment/post-offer checks. Such checks will not be conducted until allowed under applicable federal, state, and local law. I understand if I have a criminal background, it will not automatically disqualify me from employment unless otherwise required by law. I agree to execute any consent forms necessary for the Company to conduct its lawful pre-employment checks.

I also understand that the Company is a drug and alcohol-free workplace and has a drug and alcohol testing program consistent with applicable federal, state, and local law. I understand that after a conditional offer of employment, I must submit to and pass a pre-employment drug test as a condition of employment.

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