Patient Advocacy Specialist

Job Description

The Patient Experience Coordinator supports the system's patient experience strategy and initiatives for all employed medical practices and ambulatory settings. This includes support to operational leadership, providers, team members, and patients. This position is responsible for managing, gathering, reporting, and optimizing relevant data, supporting patient grievance resolution, providing quality oversight, and implementing provider, leader and team member education as it relates to patient experience.

Responsibilities

• Patient Experience Survey and Education
• Responsible for maintaining, optimizing, tracking and reporting all relevant patient experience data
• Responsible for provider communication education and training, including but not limited to workshop planning, registration and facilitation; trainer engagement; program growth; program sustainability and results reporting
• Manages the Press Ganey account and any Press Ganey initiatives, including troubleshooting issues, survey changes/review and the launch of any new services or product features
• Support and Admin
• Supports the ongoing maintenance of digital patient experience tools including but not limited to online scheduling, reporting, change requests, and functionality verification
• Provides ongoing support to clinic leadership for data review, portal support, improvement planning and improvement tracking
• Supports and assists in the overall build and management of an ongoing grievance patient process
• Provides general support to the marketing department to ensure that patient communication is clear and appropriately presented
• Supports system initiative implementation through quality control tactics such as patient shadowing and call monitoring
• Other
• All other duties as assigned
  
  

Qualifications

Experience: 2 years' experience in patient relations, marketing, hospitality, data management, training or related field.

Education: Bachelor's Degree in Hospitality, Business Administration, Communications, Behavioral Science, Organizational Development or other related field

Special Skills

Experience in Microsoft Office, virtual meeting applications and web-based data management systems.

Must exhibit excellent interpersonal skills, critical thinking and time management skills.

Must have ability to work well under stress and meet deadlines.

Collaborative and cooperative.

Ability to apply practical knowledge to customer service.

Possess excellent writing and planning skills.

Ability to collect and manipulate data analysis, trends and utilize for performance improvement initiatives. Demonstrate leadership in report design.

Ability to analyze data, create reports and develop education to advance Patient Experience.