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Patient Experience Specialist-Full Time-DHAS-Operational Support

3 months ago

Durham, United States Duke University Full time
Patient Experience Specialist

Position: Full-Time/On-Site

GENERAL DESCRIPTION

The Patient Experience Specialist plays a critical role in improving the caller experience during the scheduling process. The position involves analyzing data, identifying trends and implementing strategies to enhance patient satisfaction and engagement. In addition, this position will serve as the subject matter expert for the software being leveraged to monitor and measure performance. This role is integral in fostering a proficient and motivated access center team dedicated to delivering outstanding patient service and attaining business goals.

JOB DUTIES

The primary responsibility will be to analyze complex data sets, interpret patterns, and provide actionable insights that contribute to better decision-making and patient satisfaction. More specifically this will include:

  • Data cleaning and preparation
  • Filter and process data to ensure accuracy and relevance.
  • Statistical analysis
  • Perform statistical analyses on large datasets
  • Identify trends, correlations, and patterns within the data.
  • Decision support
  • Create reports based on data analysis to:
  • Highlight both advancements and potential negative trends
  • Identify areas for process optimization
  • Design systems and processes to resolve issues quickly and accurately
  • Provide insights to improve decision-making impacting the patient experience
  • Present findings and recommendations to supervisors and senior leadership to drive change and meet performance expectations


Serve as a subject matter expert and primary backend user for the patient experience performance monitoring software. Possess advanced skills to adjust modeling & sentiment, QA outcomes, and maintain the system environment.

Develop coaching and mentoring plans to be implemented by the Service Access Managers. Plans should include:
• Overall summary of the team performance highlighting relevant trends and outcomes.
• Outline for personalized coaching sessions designed to elevate agent performance, tackle specific issues, and foster confidence in dealing with customer engagements
• Provide targeted, constructive feedback to drive improvements in performance and operational efficiency

Assessing training needs: Collaborating with call center managers to identify skill gaps and training needs within the team, and recommending appropriate training programs or initiatives.

Implementing quality assurance measures: Developing and implementing quality assurance processes to monitor and evaluate call center agents' adherence to company policies and procedures.

Keeping up with industry trends: Staying updated with the latest trends and best practices in call center operations, customer service, and technology to continually enhance training programs and improve agent performance.

Track and appraise the effectiveness of programs, delve into trend analyses, and suggest and apply changes to boost the performance of agents.

KNOWLEDGE, SKILLS, AND ABILITIES
Work requires proficiency in data cleaning techniques, strong statistical analysis skills, ability to analyze complex problems, propose effective solutions and clearly convey insights to both technical and non-technical stakeholders.

EDUCATION REQUIREMENTS/ PREFERENCES
Bachelor's degree in Accounting, Economics, or a related business field

EXPERIENCE REQUIREMENTS/ PREFERENCES
Work generally requires one year of experience. Prior experience in data analysis or related roles in customer service, finance, process improvement, and compliance experience is preferred.

LICENSURE/ CERTIFICATION REQUIREMENTS

Develop Budget Recommendations
Prepare budget requests & written narratives
Review expenses against budget

ADDITIONAL SKILLS

Payroll
Capital
Purchasing

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.