Patient Experience Specialist Senior

4 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 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 Hospital 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. 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 organization’s 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 patient’s 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 patient’s 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 Bachelor’s 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.

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