Patient Experience Specialist
4 weeks ago
Position Overview:
The Patient Experience Specialist at a fertility clinic is responsible for managing and resolving patient concerns and complaints to ensure exceptional patient care and satisfaction. This role involves investigating issues, facilitating communication between patients and clinic staff, and implementing solutions to address service failures or dissatisfaction. The coordinator acts as a liaison, ensuring that all concerns are addressed promptly and effectively to maintain the clinic's high standards of care and trust.
Key Responsibilities:
- Patient Issue Management: Receive and assess patient complaints, concerns, or feedback related to their experiences at the clinic, ensuring swift and empathetic responses.
- Problem Solving: Investigate and analyze the root cause of service issues, working with relevant departments (nursing, administrative, lab, etc.) to resolve problems.
- Service Recovery: Develop and execute strategies to restore patient satisfaction, including offering solutions such as scheduling adjustments, explanations, or follow-up services.
- Patient Communication: Maintain open and transparent communication with patients throughout the resolution process, providing regular updates and ensuring their concerns are addressed with care.
- Collaboration with Clinic Staff: Work closely with medical, administrative, and support staff to ensure that all aspects of the patient's experience are considered in service recovery efforts.
- Documentation & Reporting: Keep accurate records of all patient concerns, resolutions, and follow-up actions; prepare regular reports for management on common issues and resolution effectiveness.
- Continuous Improvement: Identify patterns in patient complaints and suggest changes in clinic procedures or policies to prevent future issues, enhancing the overall patient experience.
- Follow-up: Ensure that patients are satisfied with the resolution process, and continue to monitor their experience for any further concerns.
- Education & Training: Assist in training staff on service recovery procedures and effective communication skills to better handle patient concerns.
- Education: Bachelor's degree in healthcare management, nursing, or a related field preferred.
- Experience: 2-3 years of experience in patient services, healthcare customer relations, or a similar role, ideally in a fertility or specialized healthcare setting.
- Skills:
- Strong interpersonal and communication skills, with an empathetic and patient-centered approach.
- Problem-solving abilities and critical thinking skills.
- Ability to manage stressful situations calmly and effectively.
- Familiarity with healthcare regulations and patient privacy (e.g., HIPAA).
- Proficiency in Microsoft Office and healthcare management software.
- Empathy: A genuine care for patient well-being and an ability to listen and understand patient concerns.
- Conflict Resolution: Strong skills in de-escalating difficult situations and finding mutually agreeable solutions.
- Attention to Detail: Ability to meticulously track patient interactions and ensure thorough follow-up.
- Adaptability: Flexibility to handle diverse patient needs and clinic operational changes.
Work Environment:
This position is typically based in the clinic office, with regular interaction with patients, medical professionals, and administrative staff. It may require occasional evening or weekend availability to address patient concerns in a timely manner.
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