Patient Experience Specialist Senior
1 week ago
About the Role
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. The ideal candidate will have a thorough working knowledge of principles and practices of patient relations and/or customer service management, as well as excellent oral, written, and interpersonal communication skills.
Key Responsibilities
- Works in partnership with FHP leadership and the medical staff to create a positive culture across the organization, ensuring that every employee delivers an exceptional experience to patients and families.
- Fosters collaboration within the organization to drive process improvement initiatives and culture change by championing, modeling, and promoting service excellence and utilizing organization's improvement methodology.
- Proactively identifies potential concerns, conflicts, and complaints, and initiates investigations related to complaints/grievances.
- Manages the daily activities of the Patient Relations function for any issues where the patient is physically present at the facility, including associated processes.
- Maintains a database of trends and patterns of system opportunities for improvements, makes recommendations, and assists with the implementation of resolutions.
Requirements
- Thorough working knowledge of principles and practices of patient relations and/or customer service management.
- Excellent oral, written, and interpersonal communication skills.
- Ability to work independently and lead by example.
- Skilled in solving problems and facilitating communication between patients and the hospital.
About Foundation Health Partners
Fairbanks 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.
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