Summary: Under the supervision of the Chief Operating Officer, the Patient Experience Officer engages with patients families to determine their needs and concerns; then advocates on their behalf to expedite resolution. With an emphasis on providing value-based care, the incumbent maintains data as it pertains to tracking value measures such as complications, hospital-acquired infections, and readmissions to ensure quality of patient care and efficiency of care performance by involved clinicians and departments. S/he develops a personal rapport with patients, families and all healthcare providers for the benefit of the patient and family; and, manages complaints, grievances and corresponding follow-up to patients while maintaining relevant data for regulatory compliance. Additionally, the Patient Experience Officer will analyze patient experience survey results and identify, prioritize, plan and oversee improvement efforts. The incumbent is responsible for supporting programs, initiatives, projects and interventions focused on insuring the patient experience is consistent, seamless and exceptional.
Education: Bachelor Degree required, preferably in Healthcare or related field.
Experience: A minimum of five years experience in healthcare is required. Formal Customer Service/Patient Experience training is also required. Experience in a hospital acute care setting is preferred as well as leadership and performance improvement experience.
Skills and Abilities: Acts independently and within the realm of responsibility, serves as liaison between senior management and patient and/or families. Identifies potential disruptive situations by communicating with individuals respectfully and with concern for their well being. Bilingual communication skills are preferred.Demonstrates conflict negotiation by promoting reconciliation, compromise or resolution. Manages highly confidential patient satisfaction issues with diplomacy, tact, and persuasiveness. Exercises emotional intelligence to engage patients and their families as well as critical thinking, problem solving, interpersonal communication, active listening and customer service skills. Demonstrates proficiency in Microsoft Excel, Word and RL6 for generating documentation, reports and for identifying opportunities to improve processes and procedures. Demonstrates time management and organizational skills. Knowledge of Patients' Rights & Responsibilities.