Care SpecialistIMCS Group • Detroit, MI, United States

No longer accepting applications

Care Specialist

IMCS Group • Detroit, MI, United States

2 days ago

Job type

Full-time

Job description

Tittle : Care Experience Specialist

Location : Detroit, MI

Duration : 13 Weeks

Job 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, qual" Commitment to service excellence.

Excellent verbal and written communication skills to effectively communicate with diverse populations, both internally and externally.

Demonstrates critical thinking skills, with the ability to guide clinical leaders to opportunities for process improvement.

Excellent interpersonal, diplomatic, negotiation and customer service skills with an ability to deal with conflict and people who are upset, to provide a calming influence in difficult situations.

Requirements

Communicate, manage, and support decision making using information technology.

Independently manage simultaneous assignments with potentially conflicting priorities and deadlines.

Be flexible and function effectively within a team-based environment.

Analytically interpret policies, procedures, and regulations for application to system experience, quality, risk, and safety issues.

Identify psychosocial factors influencing the patient and family that may impact the experience and resolution of concerns.

Link patient and family to additional resources within our scope and as appropriate.

Computer skills including knowledge of Microsoft Word, Microsoft Excel, Microsoft PowerPoint, electronic mail, and internet navigation software.

Certifications / licensures required :

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

Communication Ownership Understanding Motivation

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."

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Care Specialist • Detroit, MI, United States

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