DESCRIPTION:

Through effective interventions, the Care Experience Specialist (CXS) serves as the first resource for a patient, family, or consumer, concern or inquiry. They identify, investigate, and mitigate point-of-care concerns from escalating to grievances which may result in review by regulatory agencies. The CXS collaborates with multidisciplinary teams to reduce and prevent adverse experience outcomes, thereby minimizing the risk of increased suffering to patients and families. The CXS duties and responsibilities support patient loyalty which helps build the Henry Ford Health brand locally and nationally.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

• Leads an investigation of concerns or perceived service failures brought forth by patients and families which are received by phone, email, public submission,contact us forms, My Chart, etc.
• Communicates and collaborates with Care Experience Consultant, local teams and/or leadership to resolve service concerns. Ensures all aspects of regulatory compliance are met and closes cases, once complete. For service lines, clinics, and business units, independently assists and mentors managers with complaint event investigations.
• Apprises leadership of any compromising events with the potential for regulatory review, legal or patient safety implications, and/or negative publicity.
• Participates in self-education related to Exceptional Patient Experience, Patient-Centered Care, and Patient Rights and Responsibilities with Press
  Ganey, The Joint Commission, CMS, and other regulatory agencies. Keeps abreast of trends and best practices in health care experience, quality, patient
  safety, and reputation management.
• Ability to listen to patient and family concerns objectively and without bias.
• Represent Henry Ford Health values while investigating service concerns resulting in effective resolutions.
• Respond, investigate, and triage all calls, public submissions, contact us forms, emails, etc. related to compliments, comments/suggestions,
  complaints, and grievances.
• Use RL to accurately document all comment/suggestions, compliments, complaints, and grievances.
• Utilize feedback management system (RL6) for case documentation and triaging grievances to Care Experience Consultants.
• Provide service recovery at the point of care.
• Work collaboratively with clinical and nonclinical leaders to resolve complaints and grievances according to organizational policy and within regulatory guidelines.
• Triage service concerns according to highest priority.
• Escalate, as appropriate, risk issues to Care Experience Consultant and Quality/Risk teams.Track and trend service concerns to identify opportunities for improvement resulting in recommendations to management/leadership.
• Utilize electronic medical record (EPIC) to access patient records with the highest expectation of privacy and confidentiality.
• Supports and trains other staff members to ensure that the work product supports the organization's strategies.
• Identify creative solutions to exceed customer expectations creating loyal customers and positive endorsements.
• Engages in continuous learning of best practices and completes required annual education, including department specific requirements.
• Make appropriate recommendations for process improvements that reduce waste and or improve efficiencies on behalf of consumer satisfaction.
• Engages in continuous study of the entire professional field, including best practices, to maintain the professional competence, knowledge, and skills necessary for the satisfactory performance of all assigned responsibilities. Completes required continuous training and education, including
  department specific requirements.
• Ensures that patients, their families, visitors, customers, and employees are treated with kindness and respect. Demonstrates teamwork and integrity in all work-related activities.
• Communicates with internal and external physicians, patients, employees, and guests regarding problems encountered within Henry Ford Health.
• Maintains effective communication channels to ensure timely completion and coordination of projects within the Care Experience area and throughout Henry Ford Health.
• Performs other related duties as required.

EDUCATION AND EXPERIENCE:

• Bachelor's degree or 1-3 years equivalent experience in direct intervention and management of consumer and team member events related to customer experience, risk, and safety preferred
• Multidisciplinary process improvement experience as a team leader or project facilitator preferred
• Commitment to service excellence
• Excellent verbal and written communication skills to effectively communicate with diverse populations, both internally and externally
• Demonstrates critical thinking skills, with the ability to guide clinical leaders to opportunities for process improvement
• Excellent interpersonal, diplomatic, negotiation and customer service skills with an ability to deal with conflict and people who are upset, to provide a calming influence in difficult situations
• Communicate, manage, and support decision making using information technology
• Independently manage simultaneous assignments with potentially conflicting priorities and deadlines
• Be flexible and function effectively within a team-based environment
• Analytically interpret policies, procedures, and regulations for application to system experience, quality, risk, and safety issues
• Identify psychosocial factors influencing the patient and family that may impact the experience and resolution of concerns
• Link patient and family to additional resources within our scope and as appropriate
• Computer skills including knowledge of Microsoft Word, Microsoft Excel, Microsoft PowerPoint, electronic mail, and internet navigation software

• Organization: Corporate Services
• Department: Care Experience
• Shift: Day Job
• Union Code: Not Applicable