Patient Experience Specialist - Classic Westchester : Job Details

POSITION OVERVIEW DESCRIPTION: The Office of Patient Experience is seeking a compassionate and resourceful Patient Experience Specialist. In this role, the individual will be responsible for advocating for our patients and families and support our patients with timely resolution to requests and concerns. As one of the main people interacting with our patients, they need the ability to actively listen and connect with our patients, ensuring they feel heard and their issues are addressed and resolved will makes a tremendous impact on how our patients perceive us and the service we provide.ESSENTIAL DUTIES & RESPONSIBILITIES:

• Receive patient feedback via e-mail, social media and phone, survey, letters, etc.
• Liaison with all levels of staff to collaboratively provide prompt resolution
• Coordinate with our patient experience and other clinical and non-clinical teams
• Maintain accurate and timely documentation of each patient interaction in resolution database
• Create monthly/ quarterly reporting; tracking and trending common complaint/inquiry themes
• Utilize and model service recovery and patient experience tool and techniques
• Participate in coordinating customer service training programing and recognition programs
• Perform other duties as assigned

QUALIFICATIONS & EDUCATION

• Minimum 2-3 years related work experience in customer service, preferably in the healthcare or hospitality industry.
• Bachelor's degree in Healthcare, Hospitality, Business, Communications, Marketing, or related field.

KNOWLEDGE, SKILLS & ABILITIES

• Communicate professionally and empathetically with emotional intelligence
• Strong verbal and written communication skills
• Exercise good judgment, maintain objectivity, de-escalate emotionally charged concerns
• Be a critical thinker, appreciate other points of view, be adaptable and flexible
• Maintain professional integrity and patient confidentiality
• Strong organizational skills
• Be able to present patient issues clearly and objectively
• Strong understanding of service recovery principles and customer service practices
• Strong computer skills proficiency with Microsoft office
• Ability analyze patient feedback data and provide key trends for leadership review