Patient Experience Specialist

Jul 29, 2021
Jul 30, 2021
Full Time
The Patient & Family Experience Specialist must be patient-and family-centered, someone that possess exceptional customer service skills as well as strong written and oral communication skills. Must possess the ability to resolve problems and respond to complaints in a positive, productive manner using sound judgment. Uses findings from patient satisfaction analysis to mentor individuals and departments to develop appropriate service action plans. Must possess leadership skills, initiative, creativity and good organizational skills. Should be comfortable working independently and with a team.


Minimum Education
Bachelor's Degree

Minimum Work Experience
2 years

Specific Requirements and Preferences
Work experience (Required)

Functional Accountabilities

Communication & Relations
3. Partners with unit staff to proactively identify families that may require additional assistance in situations such as long wait times, multiple traumas, siblings in attendance, etc.
5. Addresses issues immediately to prevent further escalation and to promote greater communication between families and care teams.
4. Ensures that patients and families are consistently rounded on by collaborating with staff
1. Communicates to her/his department at staff meetings regarding the patient experience initiatives occurring throughout the hospital

General Responsibilities
2. Monitors patient satisfaction results for their unit and creates reports for distribution as necessary.
5. Utilizes hospital data bases and survey vendor data base to analyze and create reports from patient experience data
4. Identifies underlying system problems or obstacles in delivering service and participates in developing a plan of action that will result in improvement
5. Collaborates with Patient Experience team to coach and train front line staff
5. Serves as a resource for all patient experience team members and completes additional duties as assigned.

Organizational Accountabilities
Organizational Accountabilities (Staff)
Organizational Commitment/Identification
1. Anticipate and responds to customer needs; follows up until needs are met
Teamwork/Communication 1. Demonstrate collaborative and respectful behavior
2. Partner with all team members to achieve goals
3. Receptive to others' ideas and opinions
Performance Improvement/Problem-solving 1. Contribute to a positive work environment
2. Demonstrate flexibility and willingness to change
3. Identify opportunities to improve clinical and administrative processes
4. Make appropriate decisions, using sound judgment
Cost Management/Financial Responsibility 1. Use resources efficiently
2. Search for less costly ways of doing things
Safety 1. Speak up when team members appear to exhibit unsafe behavior or performance
2. Continuously validate and verify information needed for decision making or documentation
3. Stop in the face of uncertainty and takes time to resolve the situation
4. Demonstrate accurate, clear and timely verbal and written communication
5. Actively promote safety for patients, families, visitors and co-workers
6. Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance

Childrens National Hospital is an equal opportunity employer that evaluates qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender, identity, or other characteristics protected by law.

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