Patient Experience Specialist

The Patient Experience Specialist is a key resource in developing and maintaining a culture in which patients are at the center of care and service. This coordinator is responsible for autonomously and collaboratively reviewing, prioritizing, investigating, and implementing the most appropriate actions and solutions in response to patient and family complaints, grievances and requests for assistance. The Patient Experience Coordinator serves as a liaison within the health system to understand and respond to any concern presented by patients, patient's representatives or health system employees on behalf of the patient. The Patient Experience Coordinator facilitates the thorough investigation of these concerns through interactions with the patient/patient representative, the medical record, and staff involved in the care of the patient and works with key stakeholders to create an appropriate response . They collaborate with numerous departments and professionals as appropriate and regularly partner with Risk Management to review cases that are clinical and more complex in nature to evaluate appropriateness of care, promote containment of claims and losses and aid in the reduction of liability exposure. This position requires superb critical thinking, problem solving and analytical skills along with exceptional verbal, written and interpersonal communication skills to effectively interact with a variety of audiences in addressing sensitive patient topics and concerns.