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Patient Experience Specialist

Employer
Altru Health System
Location
Grand Forks, ND
Salary
Join our team!

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Industry
Healthcare
Role
Administrative
Job Type
Long-Term

Job Details

The Patient Experience Specialist collaborates with departments and divisions (physicians, operational leaders and front-line staff) in responding to patient concerns and provides a channel through which patients can seek solutions to problems, concerns, and unmet needs in both outpatient and inpatient settings. Serves as a liaison between customers, patients and/or their families and provides insight and information as it relates to service recovery and the complaint management process. Contributes to Patient Centered Care through coordinating and leading Altru's Patient and Family Advisory Council, rounding with patients, assisting in service related projects throughout the health system, and offering qualitative and quantitative feedback to leaders related to patient experience feedback.

Essential Job Functions

Conducts rounding with patients and staff. Creates an empathetic connection, completes service recovery (if needed), harvests compliments, manages up, and assesses quality of care.

Keeps appropriate individuals informed of risks, and follows through on completed cases that may have organizational liability. Educates and coaches staff on communication skills and how to effectively defuse a complaint. Ensures that Leader and staff are involved in patient issues and follow up.

Coordinates resolution of patient care-related customer concerns and complaints. Tracks and analyzes all documented care-related concerns and complaints. Thoroughly investigates care-related concerns.

Supports leadership through collaboration on improving the patient experience and maintains compliance in the patient grievance process.

Coordinates and facilitates the Patient and Family Advisor Council utilizing a patient centered care model.

Performs other duties as assigned or needed to meet the needs of the department/organization.

•Demonstrates understanding and follows infection control policies and procedures according to standard operating procedure.

•Maintains requirements for age specific competencies for the position and demonstrates the knowledge or principles of growth and developments and the skills necessary to provide patient/customer care/services.

•Demonstrates knowledge and understanding of and compliance with: •All pertinent safety, health and environmental policies, procedures and guidelines.

•Working safely, without causing harm or risk to self, others or property.

•The work environment safety procedures and prompt reporting of unsafe practices, procedures, accidents, injuries or other safety violations to the Leader.

•The use of all safety equipment and personal protective equipment.

Education & Experience:

Bachelor's in Healthcare and/or a minimum of 6 years of related experience

Company

Do what you love. Make a difference. Join our team of over 4,000 health professionals and support staff committed to caring for the region for more than 100 years.

At Altru Health System, we are serious about providing an exceptional patient experience and positively impacting the communities we serve. Our physician-led, community-owned, not-for-profit health system serves over 225,000 residents in northeast North Dakota and northwest Minnesota. We are a proud member of the Mayo Clinic Care Network.

If reasonable accommodation is needed to apply or interview for a position, please contact careers@altru.org or 701.780.5123.

Company info
Website
Telephone
701-780-5123
Location
Grand Forks
North Dakota
US

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