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Care Experience Specialist
Careers Integrated Resources IncAtlanta, GA, US17 days ago
Job type
- Full-time
Job descriptionThrough effective interventions, the Care Experience Specialist (CXS) serves as the first resource for a patient, family, or consumer, concern or inquiry. They identify, investigate, and mitigate point-of-care concerns from escalating to grievances which may result in review by regulatory agencies. The CXS collaborates with multidisciplinary teams to reduce and prevent adverse experience outcomes, thereby minimizing the risk of increased suffering to patients and families. Leads an investigation of concerns or perceived service failures brought forth by patients and families which are received by phone, email, public submission, contact us forms, My Chart, etc. Communicates and collaborates with Care Experience Consultant, local teams, and / or leadership to resolve service concerns. Ensures all aspects of regulatory compliance are met and closes cases, once complete. For service lines, clinics, and business units, independently assists and mentors’ managers with complaint event investigations. Apprises leadership of any compromising events with the potential for regulatory review, legal or patient safety implications, and / or negative publicity. Participates in self-education related to Exceptional Patient Experience, Patient-Centered Care, and Patient Rights and Responsibilities with Press Represent Client Health values while investigating service concerns resulting in effective resolutions. Respond, investigate, and triage all calls, public submissions, contact us forms, emails, etc. related to compliments, comments / suggestions, complaints, and grievances. Utilize feedback management system (RL6) for case documentation and triaging grievances to Care Experience Consultants. Work collaboratively with clinical and nonclinical leaders to resolve complaints and grievances according to organizational policy and within regulatory guidelines. Escalate, as appropriate, risk issues to Care Experience Consultant and Quality / Risk teams. Utilize electronic medical record (EPIC) to access patient records with the highest expectation of privacy and confidentiality.. Communicates with internal and external physicians, patients, employees, and guests regarding problems encountered within Client Health.
Job Title : Care Experience Specialist
Job Location : Fully Remote
Job Duration : 3 Months+ (Possibility of Extension)
Schedule : Monday - Friday : 8 AM to 4 : 30 PM
- Position is fully remote, but candidates will be required to be local to pick up equipment.
Job Summary :
Principle duties and responsibilities :
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Care Specialist • Atlanta, GA, US
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