Job Description

Tittle: Care Experience Specialist

Location: Detroit, MI

Duration: 13 Weeks

Job Description:

• Through effective interventions, the Care Experience Specialist (CXS) serves as the first resource for a patient, family, or consumer, concern or inquiry.
• They identify, investigate, and mitigate point-of-care concerns from escalating to grievances which may result in review by regulatory agencies.
• The CXS collaborates with multidisciplinary teams to reduce and prevent adverse experience outcomes, thereby minimizing the risk of increased suffering to patients and families.

Principle duties and responsibilities:

• Leads an investigation of concerns or perceived service failures brought forth by patients and families which are received by phone, email, public submission, contact us forms, My Chart, etc.
• Communicates and collaborates with Care Experience Consultant, local teams and/or leadership to resolve service concerns.
• Ensures all aspects of regulatory compliance are met and closes cases, once complete.
• For service lines, clinics, and business units, independently assists and mentors managers with complaint event investigations.
• Apprises leadership of any compromising events with the potential for regulatory review, legal or patient safety implications, and/or negative publicity.
• Participates in self-education related to Exceptional Patient Experience, Patient-Centered Care, and Patient Rights and Responsibilities with Press Ganey, The Joint Commission, CMS, and other regulatory agencies.
• Keeps abreast of trends and best practices in health care experience, qual" Commitment to service excellence.
• Excellent verbal and written communication skills to effectively communicate with diverse populations, both internally and externally.
• Demonstrates critical thinking skills, with the ability to guide clinical leaders to opportunities for process improvement.
• Excellent interpersonal, diplomatic, negotiation and customer service skills with an ability to deal with conflict and people who are upset, to provide a calming influence in difficult situations.

Requirements

• Communicate, manage, and support decision making using information technology.
• Independently manage simultaneous assignments with potentially conflicting priorities and deadlines.
• Be flexible and function effectively within a team-based environment.
• Analytically interpret policies, procedures, and regulations for application to system experience, quality, risk, and safety issues.
• Identify psychosocial factors influencing the patient and family that may impact the experience and resolution of concerns.
• Link patient and family to additional resources within our scope and as appropriate.
• Computer skills including knowledge of Microsoft Word, Microsoft Excel, Microsoft PowerPoint, electronic mail, and internet navigation software.

Certifications/licensures required:

• Must meet or exceed core customer service responsibilities, standards and behaviors as outlined in the HFHS’ Customer Service Policy and summarized below:
• Communication Ownership Understanding Motivation
• Engages in continuous study of the entire professional field, including best practices, to maintain the professional competence, knowledge, and skills necessary for the satisfactory performance of all assigned responsibilities.
• Completes required continuous training and education, including department specific requirements.
• Bachelor’s degree or 1-3 years’ equivalent experience in direct intervention and management of consumer and team member events related to customer experience, risk, and safety preferred.
• Multidisciplinary process improvement experience as a team leader or project facilitator preferred."

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