Care Experience Specialist

Job Title: Care Experience Specialist
Location: Detroit, MI 48202
Shift available: M-F 0800-1630; No weekends, no holidays.
Length of Assignment: 13 weeks contract (with the possibility of extension)

Position is hybrid but candidates will be required to be local to pick up equipment.

Required:
High School Diploma or GED (Bachelors preferred),
Minimum 3 years experience in a similar role with high call volume and customer service skill, Attention to detail.
Candidates that are highly outgoing will be a good fit for this position. will be assisting the team that handles patient grievances and complaints.
Workers will be responsible for taking incoming phone calls, gathering all required information.

They will provide a laptop, Meraki box, and headset. Minimum internet network requirement is 20MBS upload and download to support base program requirements.

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.

Job Type: Contract

Pay: Up to $30.00 per hour

Application Question(s):

• Must meet or exceed core customer service responsibilities.

Experience:

• high call volume, customer service, Attention to detail: 3 years (Required)

Work Location: In person

Salary : $30