The Patient Experience Specialist works closely with organization leaders, physicians, front line staff, patients, and their families to address concerns or specific needs with the goal of facilitating a positive resolution. This position is instrumental to identifying areas of improvement based on interactions with patients and families, observations, and data. As part of their role they analyze data and coach colleagues on the use of patient experience data. They also assist in the development of programs and services designed to improve the overall patient and family experience, including by initiating focused training and coaching. Overseeing the process for all patient satisfaction surveys, reporting and dashboards are encompassed by this role as well as presentations of findings to various committees and teams.
Minimum Education
- Bachelor's Degree or equivalent combination of education and experience.
Minimum Work Experience
- 3 + year of hospital, clinic or customer relations experience required.
- Prior experience in a clinical role preferred.
Required Licenses/Certifications
- Certified Patient Experience Professional (CPXP) preferred.
Required Skills, Knowledge, and Abilities
- Strong customer service skills, with ability to interact with a wide variety of patients, visitors, and employees.
- Proven ability to solve complex problems involving multiple issues.
- Strong ability to empathize and interact with patients and visitors who may be emotional.
- Excellent verbal, phone and written communication skills.
- Strong organizational and time management skills.
- Strong Microsoft Windows desktop application and navigation skills.
- Ability to manipulate and interpret data.
Salary Range: $51,400.00 - $82,100.00
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