Patient Experience Specialist Senior

3 months ago

Fairbanks, United States FOUNDATION HEALTH SERVICES Full time

Overview:

This position is responsible for managing patient relations functions and supporting all patient experience functions to build and maintain mutually beneficial relationships with patients, their families, and key constituencies. This position assists with the entire patient experience, beginning with the assessment of patient needs, and includes data management, program implementation, and recognition.

Pay & Benefits:

  • Compensation: $31.32 to $48.94 hourly wage based on experience and education
  • Benefits: medical, vision, dental, 401k with employer match
  • Education Benefits: FHP Tuition Assistance, Student Loan Forgiveness
  • Other Benefits: Onsite Gym, Wellness Programs, Discount programs, The Learning Center (childcare services)
  • Shifts Available: Days, Exempt

About Fairbanks Memorial HospitalFairbanks Memorial Hospital is a non-profit facility owned by the Greater Fairbanks Community Hospital Foundation. A Joint Commission-accredited facility with 152 licensed beds, Fairbanks Memorial Hospital is the primary referral center for residents of Alaska's interior. We have a strong patient to nurse ratio and a culture of Shared Leadership. In addition to our exceptional clinical environment, our location offers incomparable lifestyle rewards away from work. In Fairbanks, small-town living, spectacular natural beauty and endless recreation combine to create a one-of-a-kind place to live, work and play.

Living in Fairbanks:

As the second largest city in Alaska, Fairbanks offers a unique blend of large-town amenities, breathtaking landscapes, and plenty of wide-open space, making this community one of the most special in the country. With a rich history and plentiful diversity, Fairbanks is proud to be called the Golden Heart City, and only once you visit will you understand the name to be true.

  • No state income tax and no sales tax.
  • Second largest city in Alaska at 100,000 residents.
  • College Town the University of Alaska Fairbanks, UAF Community & Technical College
  • Military Community Ft. Wainwright Army Post & Eielson Air Force Base.
  • 15 Elementary Schools | 4 Middle Schools | 4 High Schools | 10 District Schools of Choice| robust youth sports programs

Summer activities: Midnight sun, hiking, fishing, camping, gold panning, kayaking, berry picking, rafting, rock climbing, recreational flying, community-wide festivals, live music, and events.

Winter activities: Northern lights, skiing, snowshoeing, snowmobiling, hockey, curling, ice fishing, dog mushing, ice climbing, hunting, ice art, word class hot springs, community-wide art shows, and festivals etc.

Responsibilities:
  • Works in partnership with FHP leadership and the medical staff to create a positive culture across the organization ensuring that every employee delivers and exceptional experience to patients and families. Articulates and demonstrates an expectation for continuous quality improvement through a culture of patient experience utilizing processes that include consideration of all stakeholders.
  • Fosters collaboration within the organization to drive process improvement initiatives and culture change by championing, modeling, and promoting service excellence and utilizing organizations improvement methodology.
  • Proactively identifies potential concerns, conflicts, and complaints. Initiates investigations related to complaints/grievances. Leads the complaint resolution process flow across multiple interdisciplinary departments to help mitigate potential risks. Provides follow-up and resolution to the concerns of patients, their families, and community partners relative to their patient experience.
  • Manages the daily activities of the Patient Relations function for any issues where the patient is physically present at facility, including associated processes, which may include: proactively rounding to evaluate the patients experience and their stay as well as educating patients on facility practices; responding to, mediating, and resolving concerns and complaints between the patient and/or patients family and the organization; conveying confidence and empathy while providing assurance that concerns will be addressed; enhancing the reputation of the system while communicating processes, procedures, guidelines, and/or other applicable information; and/or performing other related activities; supporting the patient experience survey process and preparation.
  • Maintains database of trends and patterns of system opportunities for improvements, makes recommendations, and assists with the implementation of resolutions. Works to document and monitor trends for patient relations issues, including search for patterns associated with areas of opportunity through comprehensive data analysis to support system goals and initiatives.
  • Prepares reports and/or presentations for applicable internal leadership and committees. Oversees and participates in the development and implementation of policies and processes that are consistent across the system. Presents, educates, and trains in various settings to targeted audiences on topics such as patient experience, handling complaints, customer service, and patient rights to ensure consistent implementation.
Qualifications:
  • Thorough working knowledge of principles and practices of patient relations and/or customer service management as normally obtained through the completion of a Bachelors Degree in a relevant field and a minimum of five (5) years of progressively responsible related experience within a major health care organization, health system setting, hospitality, or large multi-operational corporate environment in complex industries similar to healthcare.
  • Must have excellent oral, written, and interpersonal communication skills to effectively interact, negotiate, facilitate, mediate, coach, train, and provide assistance to a diverse group of individuals. Must work independently and possess the ability to lead by example. Must have an excellent working knowledge of personal software packages. Must have the ability to organize, prioritize and multi-task workload in a fast-paced environment. Excellent use of written language and grammar in composing a variety of formal complaint response letters, presentations, policies, procedures, and other applicable communication pieces.
  • Skilled in solving problems in order to facilitate the communication network between patient and hospital.
  • Skilled in maintaining composure and professional demeanor in difficult and stressful situations. Requires a passion for providing excellent customer service, collaboration, and continuous improvement.

Preferred Qualifications

  • Previous acute-care hospital or clinical experience preferred.
  • Additional related education and/or experience preferred.

  • Patient Experience Specialist Senior

    3 weeks ago

    Fairbanks, United States Foundation Health Partners Full time

    Overview This position is responsible for managing patient relations functions and supporting all patient experience functions to build and maintain mutually beneficial relationships with patients, their families, and key constituencies. This position assists with the entire patient experience, beginning with the assessment of patient needs, and...

  • Patient Experience Specialist

    3 weeks ago

    Fairbanks, United States FOUNDATION HEALTH SERVICES Full time

    Overview: This position is responsible for managing the patient relations functions and supporting all service excellence functions for an assigned facility or campus to build and maintain mutually beneficial relationships with patients, their families, and key constituencies. Typical duties include assistance with any patient relations issues that arise...

  • Senior Patient Relations Coordinator

    2 days ago

    Fairbanks, Alaska, United States Foundation Health Partners Full time

    Position Overview The Senior Patient Experience Specialist plays a pivotal role in overseeing patient relations and enhancing the overall patient journey. This role is dedicated to fostering positive interactions between patients, their families, and the healthcare team, ensuring that all aspects of the patient experience are addressed effectively. ...

  • Patient Registration and Scheduling Specialist

    7 days ago

    Fairbanks, Alaska, United States FOUNDATION HEALTH SERVICES Full time

    Position Overview:Are you dedicated to holistic healthcare and eager to provide outstanding patient support? Join our team at Foundation Health Services as a Patient Registration and Scheduling Specialist, where you will play a crucial role in delivering a smooth and compassionate experience for our patients. We are looking for a meticulous and caring...

  • Patient Recruitment Specialist

    3 weeks ago

    Southeast Fairbanks, United States Parexel Full time

    The Patient Recruitment Specialist (PRS) acts as a supportive team member for the patient recruitment tracking platform team and performs tasks for multiple patient recruitment projects. The PRS works under close supervision of the Director of Patient Recruitment Planning in developing pre-screening and recruitment tracking tools for teams.Key...

  • Senior Care Support Specialist

    2 days ago

    Fairbanks, Alaska, United States Fairbanks Resource Agency Inc Full time

    Job OverviewThe Senior Care Support Specialist plays a vital role in enhancing the quality of life for families caring for loved ones with Alzheimer's or age-related dementia. This position requires a dedicated individual with the necessary experience and personal attributes to ensure that services and activities are tailored to meet the unique needs of each...

  • Senior Care Support Specialist

    7 days ago

    Fairbanks, Alaska, United States Fairbanks Resource Agency Inc Full time

    Job OverviewThe Senior Care Support Specialist plays a vital role in enhancing the quality of life for families caring for individuals with Alzheimer's or age-related dementia. This position requires a compassionate individual with the necessary experience and personal qualities to ensure that activities and services are tailored to meet the unique needs of...

  • Senior Care Support Specialist

    2 days ago

    Fairbanks, Alaska, United States Fairbanks Resource Agency Inc Full time

    Job OverviewThe Senior Care Support Specialist plays a vital role in enhancing the quality of life for families caring for individuals with Alzheimer's or age-related dementia. This position requires a dedicated professional who possesses the necessary experience and personal attributes to ensure that services and activities are tailored to meet the unique...

  • Senior Patient Relations Coordinator

    2 days ago

    Fairbanks, Alaska, United States Foundation Health Partners Full time

    OverviewThis role is dedicated to overseeing patient relations activities and enhancing all aspects of patient experience to foster and sustain positive relationships with patients, their families, and key stakeholders. The position encompasses the entire patient journey, starting from identifying patient needs to managing data, implementing programs, and...

  • Patient Registration and Scheduling Specialist

    3 days ago

    Fairbanks, Alaska, United States Foundation Health, LLC Full time

    Overview:Join our dynamic team as a Patient Registration and Scheduling Specialist at Foundation Health, LLC. In this pivotal role, you will enhance the patient experience by combining exceptional service with meticulous attention to detail to facilitate appointments and foster a welcoming environment. Your organizational skills and compassionate approach...

  • Patient Recruitment Specialist- FSP

    3 weeks ago

    Southeast Fairbanks, United States Parexel Full time

    The Patient Recruitment Specialist (PRS) acts as a supportive team member for the patient recruitment tracking platform team and performs tasks for multiple patient recruitment projects. The PRS works under close supervision of the Director of Patient Recruitment Planning in developing pre-screening and recruitment tracking tools for teams.Key...

  • Lay Patient Navigator

    4 days ago

    Fairbanks, United States FOUNDATION HEALTH SERVICES Full time

    Overview: Our Outpatient Radiation Oncology Clinic at Fairbanks Memorial Hospital is dedicated to making a difference in people's lives. Even though we often witness their toughest moments, we strive to be proactive and bring positive change to their lives. As change agents, we seek out the most talented, positive, and suitable employees for our team. This...

  • Patient Registration and Scheduling Specialist

    7 days ago

    Fairbanks, Alaska, United States Foundation Health, LLC Full time

    Overview:Are you dedicated to delivering outstanding care and assistance to patients from their first interaction? Join our team as a Patient Registration and Scheduling Specialist, where you will be instrumental in facilitating a seamless and effective experience for our patients. We are looking for a meticulous and customer-oriented professional to welcome...

  • Patient Care Coordinator

    6 days ago

    Fairbanks, Alaska, United States Foundation Health Partners Full time

    About Foundation Health Partners At Foundation Health Partners, we are dedicated to providing exceptional healthcare services that improve the lives of our patients. We believe in a holistic approach to care, focusing on the physical, emotional, and social well-being of each individual. Patient Care Coordinator We are seeking a compassionate and highly...

  • Financial Operations Specialist

    7 days ago

    Fairbanks, Alaska, United States Alaska State Troopers Full time

    NOTICE OF RECRUITMENT EXTENSIONThe application period for this position has been extended to broaden the pool of candidates. If you have already submitted your application, there is no need to reapply.IMPORTANT NOTICE FOR ALASKA RESIDENTSThe Alaska State Troopers are seeking a Financial Operations Specialist to contribute to our mission of ensuring public...

  • Licensed Practical Nurse

    2 days ago

    Fairbanks, Alaska, United States Foundation Health Partners Full time

    Job SummaryWe are seeking a skilled Licensed Practical Nurse to join our team at Foundation Health Partners. As a key member of our healthcare team, you will provide high-quality patient care and support to our patients and their families.Key ResponsibilitiesObserve, assess, and document patient physical, psychological, social, spiritual, educational,...

  • Certified Medical Assistant

    2 days ago

    Fairbanks, Alaska, United States Foundation Health Partners Full time

    Job SummaryWe are seeking a highly skilled and compassionate Certified Medical Assistant to join our team at Foundation Health Partners. As a key member of our healthcare team, you will play a vital role in providing exceptional patient care and support to our clinicians and nursing staff.Key ResponsibilitiesPrepares Patients for Exams and TreatmentTakes and...

  • Administrative Assistant to Senior Vice President

    4 days ago

    Fairbanks, Alaska, United States Foundation Health Partners Full time

    About the RoleThis position provides administrative support to a Senior Vice President, handling a wide range of tasks and responsibilities. The ideal candidate will have excellent organizational and communication skills, as well as the ability to work independently and make sound judgments.Key ResponsibilitiesProvide administrative support to the Senior...

  • Traveling MRI Imaging Specialist

    7 days ago

    Fairbanks, Alaska, United States GQR Healthcare-Allied Full time

    GQR Healthcare-Allied is in search of a traveling MRI Imaging Specialist for an exciting opportunity.Position Overview & QualificationsSpecialty: MRI Imaging SpecialistField: Allied Health ProfessionalContract Duration: 26 weeks36 hours per weekWork Schedule: 12-hour shifts, daytimeType of Employment: TravelAccommodations are included along with a weekly...

  • Mobile MRI Imaging Specialist

    7 days ago

    Fairbanks, Alaska, United States GQR Healthcare-Allied Full time

    Position OverviewGQR Healthcare-Allied is currently in search of a Mobile MRI Imaging Specialist for a travel assignment.Key Responsibilities & RequirementsSpecialty: MRI Imaging SpecialistField: Allied Health ProfessionalDuration: 26 weeks36 hours per weekShift: 12 hours, day shiftsEmployment Type: TravelAccommodation is provided along with a weekly stipend...