Patient Experience Specialist

• The Patient Experience Specialist provides service excellence support to all patients, their loved ones, Emergency Department professionals, and support staff creating positive, memorable patient experiences.   They play a key role in contributing to a peaceful healing environment, enhancing communication and connection with patients, families, and staff.  They act as a bridge between patients and Mary Greeley Medical Center, providing support and assistance for patient experience concerns and complaints.  

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  Unit-Specific Position Responsibilities
• Smile and greet patients, families, and visitors with a warm welcome. Proactively communicate with patients, including listening with empathy and intent to understand and providing patients and families with opportunities to ask questions.
• Interacts with patients, families, visitors, and team members in a positive and supportive manner with sensitivity to cultural differences.
• Identifies, in collaboration with Emergency Department and Patient Experience leadership, internal and external best practices for patient experience and promotes and disseminates these for the patient experience within the Emergency Department
• Collaborates with various MGMC departments to ensure the delivery of patient-centered care and a respectful work environment.
• Performs daily rounds on patients, collecting accurate documentation of confidential and all other pertinent information within the feedback module database used by the department.
• Responsible for meeting established patient rounding goals. Responds quickly and effectively to identified needs and patient concerns.
• Instills a customer service culture by emphasizing responsiveness, resourcefulness, follow-through, accuracy, and accountability.
• Acts as a point of contact for patients and families to ensure concerns are addressed in a timely manner
• Partners with patients, leaders, providers, and staff to realize organizational patient experience goals. Identify and implement activities to improve the patient experience, such as coaching and learning interventions.
• Acts as a liaison and resource for patients and families by telephone or in person, addressing questions or concerns.
• As appropriate, it assists with recognizing, understanding, and reporting patient concerns to the primary nurse and ED nurse manager or director.
• Utilizes active listening with care and empathy to assist patients in obtaining resolutions.
• Applies patient experience best practices at each interaction and when handling sensitive or potentially challenging, threatening, and hostile situations.
• Observes staff in patient interactions.
• Responsible for best practices in patient experience while supporting the organization in all efforts to partner with patients and families.
• Performs other duties as requested by the ED Manager or Director to facilitate and maintain smooth and effective patient experience activities of the department.

• Required Qualifications (Including any licensure, certification, education):
  • Three years relevant experience and college degree preferred
  • Strong written and oral communication skills
  • Able to work independently and manage time and workflows in a fast paced and highly confidential environment
  • Excellent organizational skills and attention to detail