Patient Experience Specialist

Found in: Talent US C2 - 2 weeks ago

Little Rock, United States University of Arkansas for Medical Sciences Full time

Summary of Job Duties

:The Patient Experience Specialist is a highly trained professional who helps resolve systematic challenges that impact the healthcare experience. The Patient Experience Specialist consults with departments, staff, managers to identify overall experience of care goals and barriers or concerns which may interfere with targeted goals, suggesting alternatives for resolution. The Patient Experience Specialist develops, implements, and participates in customer service and patient- and family-centered care process improvement initiatives, and other projects. Additionally, the Patient Experience Specialist collaborates with others to design orientation and/or education to strengthen identified learning needs to advance patient-and family-centered care core concepts.


Qualifications:

Minimum Qualifications:

Bachelors Degree in a healthcare-related field PLUS three (3) years experience in a healthcare administration, public relations, education, fundraising, non profit organization or healthcare environment OR equivalent combination of education and experience. Microsoft Office (Word, Excel, PowerPoint).

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​ Preferred Qualifications:

Advanced degree preferred. Work in health care environment, administration, public relations, education, non-profit organization preferred.


Additional Information:

Additional Information:

Collaborates with others to identify and respond to specific issues/projects within disciplines, units, ambulatory areas to improve experience of care. Identifies systems-related problems, via patient/guest data, and works collaboratively with physicians, administrators and staff to resolve. Serves as a catalyst in improving patient experience of care outcomes by studying, evaluating, and re-designing processes and recommending/implementing changes. Collaborates with various stakeholders in support of meeting customer service and clinical quality outcomes for patient satisfaction.

Participates on committees, work groups and/or process improvement teams that improve patient/family/customer satisfaction, patient-and family-centered care and family-centered care, and quality and safety. Provides direction and agenda content as directed by Director of Patient Experience to various Patient and Family Advisory Councils. Organizes and communicates and helps to interpret feedback from committees and councils to relevant units within the organization to help improve the patient experience .

Develops and executes trainings designed to enhance the patient experience. Analyzes data related to negative patient experiences in order to detect systemic problems. Instrumental in developing ongoing and individualized training programs for departments and units to concentrate on patient experience utilizing patient- and family-centered care core concepts, distinguishing the difference between customer service and patient- and family-centered care and how that translates for various disciplines. Supports Patient Experience Director in the development of orientation programs. Responds to suggestions and compliments submitted by patients/families and provides positive reinforcement to involved staff. Maintains working knowledge of best practices utilizing established professional resources in the areas of Patient Experience and Patient & Family Centered Care.

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Salary Information:

Commensurate with education and experience

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