What are the responsibilities and job description for the PATIENT EXPERIENCE SPECIALIST position at Classic Westchester?
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
KNOWLEDGE, SKILLS & ABILITIES
