Patient Experience Specialist

POSITION SUMMARY

The Patient Experience Specialist will implement, execute, and evaluate targeted patient experience improvement initiatives; participate in the development and implementation of projects related to enterprise-wide patient experience excellence; and collaborate with leadership, providers, department directors/managers, and staff to implement strategies to ensure optimal patient experience outcomes.

EXPECTATIONS

Every Adelante Healthcare employee will strive to maximize their performance and contribution to Adelante Healthcare and the community we serve every day.  Employees are expected to work in a manner that demonstrates a commitment to quality, patient safety, employee engagement, innovation, and the highest standards of personal integrity, professionalism, and competence.

OUR CORE VALUES

• Inclusion
• Nurture
• Service
• Purposeful
• Integrity
• Resilient
• Engaged

ESSENTIAL SKILLS AND EXPERIENCE:

• Bachelor’s degree in a relevant field preferred (Business, Healthcare Administration, Communications, etc.)
• High School Diploma or GED required
• Knowledge of and experience in healthcare required
• Excellent oral communication and interpersonal skills
• Presents a friendly, approachable, professional demeanor and appearance with energy and enthusiasm
• Superior organizational skills and passion for attention to detail
• Ability to provide constructive, individualized feedback in a caring and compassionate manner
• Ability to work under multiple deadlines, multitask, and adapt rapidly to changing priorities
• Communicates effectively with others, respects diverse opinions and styles, and acknowledges the assistance and contributions of others
• Passionate about improving the patients’ experience of care
• Keeps up to date on the latest trends and relevant news in the healthcare environment
• Experience with Microsoft Office (Word, Excel, and PowerPoint)

POSITION REPONSIBILITIES

• Monitor all avenues for patient feedback, including Google reviews, patient experience email, patient experience phone lines, EthicsPoint, and patient surveys.
• Contact patients who leave negative reviews or express concerns through surveys to address and resolve issues.
• Collaborate with the Patient Experience and Advocacy Manager to manage escalated cases, ensuring timely and effective resolutions.
• Gather and analyze data related to patient feedback for required reporting, and ensure proper dissemination of insights to leadership teams according to the established cadence.
• Work with the Patient Experience and Advocacy Manager to write and carry out the annual patient experience plan, ensuring all deadlines, objectives, and goals are met. Make necessary adjustments and communicate proactively with leadership to stay on track.
• Assist in the administration and management of the patient experience survey program, including feedback collection, tracking, and reporting.
• Participate in targeted patient experience improvement initiatives, working alongside other departments to implement strategies that improve patient care and satisfaction.
• Support the development and coordination of patient experience training for staff, enhancing service delivery and communication skills.
• Assist in the preparation of reports and presentations regarding patient experience outcomes and initiatives for stakeholders and leadership.
• Collaborate with teams across the organization to support patient and family engagement efforts.
• Ensure timely responses to patient grievances, collaborating with internal teams to meet health plan requirements.

NONESSENTIAL SKILLS AND EXPERIENCE:

• Certification to perform cardiopulmonary Resuscitation for the Health Care Professional (CPR) and AED through courses that follow the guidelines from the American Heart Association and Red Cross (cognitive and skills evaluations)
• Valid Arizona driver’s license
• Certified Patient Experience Professional Certification (CPXP) or equivalent acceptable if able and willing to achieve CPXP within one year of hire.

Additional Duties and Responsibilities

• Other duties as requested or assigned

Patient Centered Medical Home (PCMH) and Integrated Care Team (ICT)

All employees are responsible for promoting and participating in interdisciplinary communication and collaboration to enhance the delivery of quality across the health care system. Employees should maintain an environment which supports and engages patients and co-workers in a caring team-based model to promote wellness and improve health outcomes.

Adherence to Compliance and Code of Conduct

All employees are required to comply with Adelante Healthcare’s written standards, including its Compliance Program and Code of Conduct, policies and procedures and reporting of any conduct that potentially violates Adelante’s legal or compliance requirements. Such compliance will be an element considered as part of the regular performance evaluation.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical demands: While performing the duties of this job, the employee may be required to sit for long periods of time, is required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; climb steps/stairs; balance; stoop, kneel, crouch or crawl; talk or hear; smell; manage stress as it relates to essential job functions.  The employee must frequently lift and/or move up to 25 pounds without assistance and may occasionally be required to lift or move up to 50 pounds with assistance.  Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work environment: While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time when traveling to various clinic sites.  The noise level in the work environment is usually moderate. The employee may be subject to health hazards (contagious diseases, blood borne pathogens, etc.) when working in the clinic area.