Patient Experience Specialist

General Summary: The Patient Experience Specialist is responsible for recovering and resolving negative customer service experiences and regaining patient loyalty.  This role will help mitigate and respond to patient satisfaction ratings and incidents while developing internal workflows to improve the patient experience. The Patient Experience Specialist will lead and coordinate all service recovery steps, communicate all updates to patients, and achieve satisfactory resolutions by working with GMG staff and leadership teams. This role will help strengthen patient loyalty and retention while also enhancing the service experience from beginning to end. 
    
Supervisory Responsibilities: This position has no supervisory responsibilities.

General Requirements: All duties performed will be done accurately and in a timely manner. 

1.    Bilingual (English/ Spanish) fluency preferred. 
2.    Supports other departments, initiatives, and projects across the organization by supplying any needed customer service data.
3.    Must always represent a positive image of GMG and go above and beyond to provide exceptional customer service to existing patients. 
4.    Must demonstrate knowledge of GMG, Managed Care, Health Insurance plans and Agents, Providers, Operations, and other GMG protocols by correctly advising/directing callers.  
5.    Identify opportunities to optimize company systems and processes that will enhance patient satisfaction.
6.    Will work collaboratively across departments to carry out the patient retention strategy and resolve all service issue complaints. 
7.    Contributes to meeting all service recovery SLA’s and department/company metrics and goals. 
8.    Participates in select committees and workgroups as needed to report on outreach data and trends.
9.    Comprehensive knowledge and commitment to healthcare regulations, HIPAA compliance, and patient data confidentiality.
10.    Participates in educational programs as needed. 
11.    Other duties as assigned.
    
Essential Job Responsibilities:    
1.    Acts as main point of contact for all patient complaints and grievances, including tracking, reporting, escalation, and resolution. 
2.    Responsible for maintaining a database of historical patient complaints and resolution outcomes. 
3.    Implement and maintain a formal service recovery model across the organization and ensure all staff maintain a high level of proficiency through ongoing training. 
4.    Will act as “owner” and system administrator for all service recovery tools used by the department and the organization at large. 
5.    Ensures that all patient complaints are logged appropriately and escalated to the correct leadership teams for timely service recovery and resolution. 
6.    Responsible for answering all inbound calls related to patient complaints, including any calls being transferred from other departments. 
7.    Places other outbound calls as determined by the Director of Patient Experience.  
8.    Follows appropriate scripting when making outbound calls and works to optimize all scripting as needed.   
9.    Will act as a liaison between the patient and the business by coordinating all service recovery steps and communicating all relevant updates to patients and key stakeholders. 
10.    Responsible for setting expectations when a complaint is filed, including next steps, turnaround time, and any follow up actions. 
11.    Will present service recovery data, trends, and insights to live audiences providing a high level of visibility into departmental service recovery efforts. 
12.    Responsible for communicating all status updates to patients via phone and/or email during the entire service recovery life cycle. 
13.    Responsible for analyzing all patient complaints monthly to identify trends and improvement opportunities to prevent patient dissatisfaction. 
14.    Will provide accountability by ensuring all patient-facing departments are adhering to defined service recovery protocols and processes. 
15.    Contribute to the evolution of our patient support strategy by providing relevant insights into patient pain points. 
16.    Will proactively work to identify and resolve any barriers within the organization causing delays or preventing timely complaint resolution.  
17.    Ensures that follow-up letters are sent to every patient following the resolution and closure of their filed complaint. 
18.    Researches and collaborates with department leaders, clinical and non-clinical, to ensure all patient complaints are being worked and documented within a timeframe defined by the PX Director. 
19.    Drive root cause analysis to identify preventative measures to be documented and communicated. 
20.    Will provide service recovery training to all new hires during onboarding to ensure all service recovery protocols and processes are understood. 
21.    Support all employee recognition initiatives, as needed, by sharing positive patient feedback relating to exceptional employee performance. 
22.    Partners with payers to provide relevant patient feedback about current plans, benefits, and what patients find value in. 
 

Work Environment: Depending upon the area assigned, maybe 100% clinical setting, office setting in a clinical environment, or outdoors.  Exposure to communicable diseases, bodily fluids, toxic substances, ionizing radiation, medicinal preparations, and other conditions common to a clinic environment. 
    
Mental / Physical Requirements: Requires manual dexterity, sitting, standing, stooping, reaching, kneeling, crouching, bending, walking, lifting up to 10 lbs. Close vision and ability to adjust focus. Must be able to work efficiently under moderate pressure or time constraints.
    
Additional Information: Gonzaba Medical Group is seeking team members who contribute as A-Players, demonstrate a strong work ethic, are committed to our culture and core values.
    
Other Duties As Assigned: The above job description is not intended to be an all-inclusive list of duties and standards of the position.  Team members will follow any other instructions, and perform any other related duties, as assigned by their supervisor.  Responsibilities, knowledge, skills, abilities, and work environments may change as needs evolve.
 

Education and Training: Minimum high school education or equivalent required. Bachelor’s degree in healthcare administration or related field of study highly preferred.
    
Experience: 1 year experience in a healthcare setting required. Call Center, Operator, or Multi-Line Receptionist experience preferred.   
    
Other Requirements: Computer Skills: Skilled in use of computer/EMR systems. Knowledge of Word processing software, spreadsheet software, Internet, and database software.