Employee Experience Specialist

JOB PURPOSE & MISSION

Essential Job Functions include, but are not limited to:

• Receives incoming paperwork, verifies completeness and accuracy of information, and takes appropriate action according to department procedures.
• Accurately completes/prepares all logs and documentation and/or extracts information from computer system as needed, according to department practice and established timeframes.
• Forwards appropriate information to other areas/departments as established.
• Enters proper information into appropriate computer system as assigned, with 100% accuracy, within established timeframes.
• Files paperwork in appropriate record-keeping system as required, with 100% accuracy.

• Receives employee, manager and/or external requests for information and/or assistance in resolving issues, using proper telephone/customer service techniques.
• Provides information and/or resolves issues within scope of own knowledge and authority, within established timeframes, maintaining communication with customer throughout process.
• Forwards other requests/issues to appropriate person(s), maintaining ownership of issue until final resolution is obtained.
• Serves as employee/customer advocate to create, maintain and foster an environment that embodies GHS principles.

• Implements and maintains processes, and makes recommendations for changes that promote efficiency and accuracy of functions, for assigned area(s).
• Functions as resource for peer group; recognizes and responds when peers require assistance and/or additional knowledge to complete workload and/or complex issues.

• Compiles and researches data and prepares recurring and ad-hoc reports with 100% accuracy.
• Provides accurate and timely information to external organizations and/or regulatory agencies, as assigned.

JOB REQUIREMENTS

Experience

Required:

Education

Required: High school diploma or GED

Preferred: Post-secondary education

Certifications & Licensure

Required: None

Special Skills or Knowledge

HIPAA & SAFETY REQUIREMENTS

HIPAA - Maintains knowledge of and adherence to all applicable HIPAA regulations appropriate to Job Position including but not limited to: Medical records without limitation both paper and electronic, patient demographics, lab and radiology results, patient information related to surgery or appointment schedules, medical records related to quality data, patient financial information, patient billing 3rd party, patient related complaints, information related to patient location, religious beliefs and/or public health records.

SAFETY - Maintains knowledge of and adherence to all applicable safety practices appropriate to Job Position including but not limited to: Incident reporting, handling of wastes, sharps and linen, PPE, exposure control plans, hand washing, environment of care, patient identification, administers/collects medications/blood order, transports/monitors or observes patients with infusion pumps, and monitors clinical alarms.

PERFORMANCE CRITERIA & STANDARDS

Everyday Excellence Values - Employee demonstrates Everyday Excellence values in the day-to-day performance of their job.

• Demonstrates courtesy and caring to each other, patients and their families, physicians, and the community.
• Takes initiative in living our Everyday Excellence values and vital signs.
• Takes initiative in identifying customer needs before the customer asks.
• Participates in teamwork willingly and with enthusiasm.
• Demonstrates respect for the dignity and privacy needs of customers through personal action and attention to the environment of care.
• Keeps customers informed, answers customer questions and anticipates information needs of customers

Corporate Compliance - Employee demonstrates commitment to the Code of Conduct, Conflict of Interest Guidelines and the GHS Corporate Compliance Guidelines.

• Practices diligence in fulfilling the regulatory and legal requirements of the position and department.
• Maintains accurate and reliable patient/organizational records.
• Maintains professional relationships with appropriate officials; communicates honestly and completely; behaves in a fair and nondiscriminatory manner in all professional contacts.

Personal Achievement - Employee demonstrates initiative in achieving work goals and meeting personal objectives.

• Uses accepted procedures and practices to complete assignments. Uses creative and proactive solutions to achieve objectives even when workload and demands are high.
• Adheres to high moral principles of honesty, loyalty, sincerity, and fairness.
• Upholds the ethical standards of the organization.

Performance Improvement - Employee actively participates in Performance Improvement activities and incorporates quality improvement standards in his/her job performance.

• Optimizes talents, skills, and abilities in achieving excellence in meeting and exceeding customer expectations.
• Initiates or redesigns to continuously improve work processes.
• Contributes ideas and suggestions to improve approaches to work processes.
• Willingly participates in organization and/or department quality initiatives.

Cost Management - Employee demonstrates effective cost management practices.

• Effectively manages time and resources.
• Makes conscious effort to effectively utilize the resources of the organization — material, human, and financial.
• Consistently looks for and uses resource saving processes.

Patient & Employee Safety - Employee actively participates in and demonstrates effective patient and employee safety practices.

• Employee effectively communicates, demonstrates, coordinates and emphasizes patient and employee safety.
• Employee proactively reports errors, potential errors, injuries or potential injuries.
• Employee demonstrates departmental specific patient and employee safety standards at all times.
• Employee demonstrates the use of proper safety techniques, equipment and devices and follows safety policies, procedures and plans.