Care Experience Specialist

Description

Through 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.

PRINCIPLE DUTIES AND RESPONSIBILITIES :

• 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

Ganey, The Joint Commission, CMS, and other regulatory agencies. Keeps abreast of trends and best practices in health care experience, quality, patient safety, and reputation management.

Skills

CERTIFICATIONS / LICENSURES REQUIRED :

Must meet or exceed core customer service responsibilities, standards and behaviors as outlined in the Customer Service Policy and summarized below :

Communication

Ownership

Understanding

Motivation

Sensitivity

Excellence

Teamwork

Respect

Must practice the customer skills as provided through on-going training and in-services.

Must possess the following personal qualities :

Be self-directed

Be flexible and committed to the team concept

Demonstrate teamwork, initiative and willingness to learn

Be open to new learning experiences

Accepts and respects diversity without judgment

Demonstrates customer service values

PHYSICAL DEMANDS / WORKING CONDITIONS :

Normal office environment with minimal exposure to noise, dust, or extreme temperatures.

Education

Engages in continuous study of the entire professional field, including best practices, to maintain the professional competence, knowledge, and skills

necessary for the satisfactory performance of all assigned responsibilities.

Completes required continuous training and education, including department specific requirements.

Bachelor's degree or 1-3 years' equivalent experience in direct intervention and management of consumer and team member events related to customer experience, risk, and safety preferred. Multidisciplinary process improvement experience as a team leader or project facilitator preferred.