Patient Experience Specialist
Patient Experience Specialist
- Initiates rounding on all patients and prioritizes focused revisits to improve the patient experience.
- Actively connects with the patient at the bedside and serves as a liaison to connect the patient's voice, expectations with the hospital care team.
- Oversees service recovery initiatives, coordinates with all hospital departments to identify and resolve related issues.
- Consults with leaders in the development of strategies to help improve patient satisfaction/safety measures; identifies best practices and opportunities for improvement and works collaboratively with leaders and staff.
- Tracks, trends, and analyzes patient satisfaction/safety data, complaints, and grievances
- Provides feedback and coaching to all levels of the care team in delivering exceptional patient experience.
- Ensures patient communication and explanations of services is provided in a way that can be easily understood by patients and their families.
- Communicates and interacts, with patients, families, and others in a caring, empathetic, courteous, and respectful manner.
- Contacts patients upon admission, and as needed, to ensure the patient is receiving services as requested; identifies additional; needs and services, and ensure delivery of quality services.
- Oversees the grievance process as required by The Joint Commission and State Licensure
- Leads monthly Patient Safety Meeting and supports daily Safety Huddle process
- Serves as the subject-matter expert of The Joint Commission chapter for Rights and Responsibilities of the Individual
Preferred Skills/Qualifications:
- Bachelor’s Degree required
- RN preferred
- 3-5 years related experience with demonstrated success of improving patient satisfaction/safety measure scores
- Annual influenza vaccine required.
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