Patient Experience Specialist II

Job Description

The best thing about this role

Are you looking to make a difference by improving the health of our patients? Here you will find an innovative culture that is patient-focused and dedicated to making a difference. We are committed to helping the population we serve, and our communities, achieve optimum health and enjoy the best quality of life possible.

What You'll Do

The Patient Experience Specialist is a primary point of contact for patients, families, and visitors providing both proactive service and service recovery when needed. Gathers feedback through daily rounding, surveys and audits. Assists in the identification of gaps in patient satisfaction and assists in the development of recommendations and execution of new patient experience initiatives. Is a resource for caregivers related to education to enhance patient experience and patient care.

• Act as Bassett's Mission Ambassador in both inpatient and outpatient settings, as assigned,
  
  

addressing service and satisfaction with patients and families.

• Act as Bassett's Mission Ambassador in all settings, addressing service and satisfaction with
  
  

patients, families, and visitors.

• Conducts daily rounds, conversing with patients, families, and staff about overall patient
  
  

experience.

• Addresses service needs in the moment and with a personal touch.
• Facilitates in the moment resolution of any concerns regarding the patient experience, eliciting
  
  

assistance from other caregivers and leadership as needed.

• Gathers feedback and themes to share weekly with Patient Experience Team and leadership.
• Re-directs quality/risk issues to Director of Patient Experience, Risk Management and/or Patient
  
  

Representative Services (PRS) within 24 hours on business days with appropriate supporting

documentation.

• Assists in the leading, developing, and executing patient experience initiatives.
• Recommends and assists in the development of patient experience systems and process
  
  

improvements, based on observations.

• Communicates/ escalates patient needs to the appropriate caregiver.
• Suggests and develops opportunities for efficiencies and cost savings.
• Serves on patient experience councils, assists with PI board huddles, and serves as a subject
  
  

matter expert in service excellence.

• Provides tools, processes, guidance, and training on service excellence and patient experience
  
  

standards.

• Conducts daily rounding, surveys, and audits of patient experience to gather feedback.
• Assists in the development and execution of in-the-moment strategies to support HCAHPS
  
  

improvement for patient experience, patient safety, dietary and environment of care.

• Observes interactions and provides feedback for improvement of caregiver interactions.
• Reviews patient feedback and measurements to guide development of new opportunities
• Maintains the organization’s Press Ganey website regarding ongoing caregiver and practitioner
  
  

changes.

• Acts as a point person for NRC rounding platform application.
• Assists in the development of recognition strategies in support of patient experience initiatives.
• Maintains the organization’s NRC site regarding access to rounding application.
• Generates NRC survey data as requested.
• Trains management and leadership staff regarding patient experience, communication, and use
  
  

of the NRC system.

• Assists inpatients with dietary needs in consultation with the patient’s primary nurse.
• Assists with positioning patients, as able and following completed training.
• Trains other staff regarding patient experience, communication, and use of the Press Ganey
  
  

system.

• Assures Patient Experience Team work is completed within time allotted and with expected
  
  

quality.

• Contributes feedback to performance evaluations of Team members.
• Performs similar or related duties as requested or directed.
• Strong customer service skills, with ability to identify problems and formulate solutions
• Analytical skills required to resolve patient issues and prepare reports
• Other duties as assigned.
  
  

Education

What we need from you

• High School or GED, required
• 2 Year / Associate Degree required. Experience may be considered in lieu of education
• 4 Year / Bachelor's Degree in a healthcare related field, preferred
  
  

Experience

• Minimum Experience in healthcare, customer service, or hospitality setting, required
• Minimum Experience in either a team leader role or a role requiring self-sufficiency and independent decision, required
• Previous Patient Care Assistant or Patient Care tech experience, preferred
• Prior coaching/training or counseling experience, preferred
  
  

Licensure/Certifications

• Certified Patient Experience Professional from The Beryl Institute (CPXP), preferred
  
  

Skills

• Build Relationships
• Coaching
• Communication
• Conflict Resolution
• Customer Service
• Listening
• Mediation
• Reading/Writing/Comprehension
• Self-Motivated
• Time Management
  
  

Physical Requirements

• Light Work - Exerting up to 20 lbs of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg control requires exertion of forces greater than that of sedentary work and if the worker sits most of the time, the job is considered light work.
• Occasional balancing, and climbing
• Frequent crouching, typing/cliercal/dexterity, grasping, hearing, kneeling, lifting, pulling, pushing, reaching, repetitive motion, seeing/monitor/computer use, standing, stooping, talking, and walking
  
  

Hazards

• Occasional burns, chemical, electrical, explosives, and radiation/radiant energy
• Frequent bodily fluids/ bloodborne exposure and mechanical
  
  

Working Conditions

• Occasional extreme temperatures, vibration, wet and/or humid, fumes, gases, mists, and odors
• Frequent noise and dust
  
  

Travel

• Occasional Travel - The job may require travel from time- to-time, but not on a regular basis.
  
  

Total Rewards

Benefits

Bassett Healthcare Network’s commitment to our employees includes benefit programs carefully designed with the needs and values of all our employees in mind. Many of the benefits we offer are paid fully or in large part by Bassett. Our generous benefits offerings include:

• Paid time off, including company holidays, vacation, and sick time
• Medical, dental and vision insurance
• Life insurance and disability protection
• Retirement benefits including an employer match
• And more!
  
  

Specific benefit offerings may vary by location and/or position.

Pay Range

Salary is based on a variety of factors, including, but not limited to, qualifications, experience, education, licenses, specialty, training, and fair market evaluation based on industry standards. The above compensation range represents a good faith belief of the compensation range by Bassett Healthcare Network, and its entities and affiliates, at the time of this posting or advertisement.

Pay Range Minimum

USD $24.25/Hr.

Pay Range Maximum

USD $36.38/Hr.

We love the difference people bring

We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex (including pregnancy, childbirth, or related condition), age, national origin or ancestry, citizenship, disability, marital status, sexual orientation, gender identity or expression (including transgender status), genetic predisposition or carrier status, military or veteran status, familial status, status as a victim of domestic violence, or any other status protected by law.