Patient Experience Specialist

Patient Experience SpecialistEverything we do is underscored by a why — and that why is one another.Location: Altru Health System PO Box 6002 Grand Forks, ND 58201 Pay Range: $55,078.40 - $82,617.60Summary: The Patient Experience Specialist collaborates with departments and divisions (physicians, operational leaders and front-line staff) in responding to patient concerns and provides a channel through which patients can seek solutions to problems, concerns, and unmet needs in both outpatient and inpatient settings. Serves as a liaison between customers, patients and/or their families and provides insight and information as it relates to service recovery and the complaint management process. Contributes to Patient Centered Care through coordinating and leading Altru's Patient and Family Advisory Council, rounding with patients, assisting in service related projects throughout the health system, and offering qualitative and quantitative feedback to leaders related to patient experience feedback.Essential Job Functions:Conducts rounding with patients and staff. Creates an empathetic connection, completes service recovery (if needed), harvests compliments, manages up, and assesses quality of care.Keeps appropriate individuals informed of risks, and follows through on completed cases that may have organizational liability. Educates and coaches staff on communication skills and how to effectively defuse a complaint. Ensures that Leader and staff are involved in patient issues and follow up.Coordinates resolution of patient care-related customer concerns and complaints. Tracks and analyzes all documented care-related concerns and complaints. Thoroughly investigates care-related concerns.Supports leadership through collaboration on improving the patient experience and maintains compliance in the patient grievance process.Coordinates and facilitates the Patient and Family Advisor Council utilizing a patient centered care model.Performs other duties as assigned or needed to meet the needs of the department/organization.Education: Required: Associates - Healthcare OR Associates - Related Field Preferred: Bachelors - HealthcareWork Experience: Required: A minimum of 6 years Related ExperienceLanguage Requirements: This position requires proficiency in reading, writing, and speaking English to ensure effective communication in the workplace and with patients, families, and team members.Physical Demands: Sit: Frequently (34-66%) Stand: Occasionally (5-33%) Walk: Occasionally (5-33%) Stoop/Bend: Occasionally (5-33%) Reach: Frequently (34-66%) Crawl: Rarely (1-4%) Squat/Crouch/Kneel: Rarely (1-4%) Twist: Occasionally (5-33%) Handle/Finger/Feel: Continuously (67-100%) See: Continuously (67-100%) Hear: Continuously (67-100%)