Patient Experience Specialist
- Requisition ID
- 183880
- Department
- 100715 Patient Experience
- Schedule
- Full Time - Eligible for Benefits
- Shift
- Day
- Category
- Professionals
Position Purpose
The Patient Experience Specialist oversees comprehensive programs, and associated data platforms, aimed to create exceptional guest experiences at Renown Health. Supports service recovery in the acute and outpatient care settings. Performs rounding requests and to assist patients, families, and visitors to provide service recovery in the moment. Incumbents are responsible in assisting and managing grievances and complaints. This includes but, is not limited to: Reaching out to leaders to ensure grievances are closed out within 7 business days, monitor tracking databases with other Patient Relation team members, assist leaders with providing proper resolution to patient concerns as required by regulatory bodies.
Nature and Scope
The key programs this position oversees, include:
1. The Service Culture Program, which involves a system-wide service training and sustainability strategy, coordination of the system patient experience council, and department-specific training/coaching.
2. The Provider Engagement Program, which focuses on relationship-centered onboarding, coaching, and development for providers.
3. The Patient and Family Partner program, which involves oversight of the patient and family advisory council and coordination of opportunities to engage guests into committee, policy, and process improvement work at Renown Health.
4. The Surveying, Education, and Vendor Management Program, which involves administration and ongoing management of patient experience data collected by Press Ganey and education/training for n-users on all patient experience data management platforms.
Lastly, this position will help to ensure that the organization is in alignment with government and agency regulations related to all CAHPS regulatory requirements.
Responsibilities include:
• Development and delivery of patient experience training content.
• Facilitation of the system patient experience councils
• Development and delivery of department-specific coaching/trainings
• Lead the Patient and Family Advisory Council (PFAC) and associated focus groups.
• Coordinate patient experience training(s) and onboarding for provider/resident teams.
• Serving as the main point of contact, and team lead, for the administration and ongoing management of all patient experience data collected by Press Ganey.
• Ensuring operating compliance with government and agency regulations.
• Supporting the Service Excellence team with special projects aimed at improving patient experience.
This position does not provide patient care.
Disclaimer
The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills and efforts or work conditions associated with the job. It is intended to be an accurate reflection of the general nature and level of the job.
Minimum Qualifications
Requirements - Required and/or Preferred
Name | Description |
|---|---|
Education: | Must have working-level knowledge of the English language, including reading, writing and speaking English. Required: Completion of a Bachelor’s degree in a healthcare related field. Preferred: Master’s degree. |
Experience: | Minimum five years of experience in healthcare or customer service setting required. |
License(s): | None |
Certification(s): | Certified Patient Experience Professional (CPXP) preferred. |
Computer / Typing: | 40 WPM. Must be proficient with Microsoft Office Suite, including Outlook, PowerPoint, Excel and Word and have the ability to use the computer to complete online learning requirements for job-specific competencies, access online forms and policies, complete online benefits enrollment, etc. |
Benefits
Renown Health exists to make a genuine difference in the health and well-being of the people and communities we serve. And it is through your passion that this mission is made real every day. The relationship with employees is the foundation for success as we proceed with our strategic direction. We strive to build upon this solid partnership by offering a comprehensive and competitive benefits package that meets the diverse needs of employees and their family members.
With my CAREER Rewards there's peace of mind in knowing that Renown Health is also fighting for the most important things in your life - family, finances and future. Navigate options and make sure you are getting the most value from your Nursing career with us.
Paid Time Off
401(k) Company Match
Flexible Work Environment
Renown Health is northern Nevada's healthcare leader and Reno's only locally owned, not-for-profit health system. We are an entire network of hospitals, primary care offices, urgent care centers, lab services, medical specialties, and x-ray and imaging services - with more than 7,000 nurses, doctors and care providers dedicated to the health and well-being of our community.
For Providers: Renown Health and the University of Nevada, Reno School of Medicine (UNR Med) are affiliate partners in Nevada's first integrated academic health system. The affiliation aims to improve the health of the community, region, and state through research, medical education, and expanded clinical care. Renown physicians participate as joint faculty at UNR Med for teaching, lectures, supervising clinical rotations, and other academic activities for the education of medical and physician assistant students, residents and fellows.