Patient Relations Specialist - Patient Experience

Job Summary

Assists in creating a patient friendly environment, averting problems, solving concerns, and recommending opportunities to the organization to improve patient and visitor experience.

Job Responsibilities

• Serves as the liaison for continuous communication among physicians, hospital staff, patients, families, and visitors.
• Educates and provides information to patients regarding their Emergency Department experience.
• Develops, implements, and/or participates in initiatives and activities designed to measure and promote patient and visitor satisfaction.
• Works to resolve patient concerns; escalates issues to appropriate personnel/departments as necessary to obtain timely and satisfactory resolution.
• Communicates patient experience results and updates on initiatives at staff meetings.
• Facilitates meetings/committees to address concerns related to patient experience.
• Rounds on patients proactively to identify opportunities to enhance patient experience.
• Analyzes complaint data to identify opportunities for improvement and works with appropriate leaders to facilitate change.
• Ensures timeliness of post-discharge calls to strengthen the patient relationship and recognizes opportunities for service recovery.
• Serves the organization and patients/visitors by championing positive change to affect better outcomes.

Qualifications

• Associate's degree or higher in Business required upon hire OR
• Associate's degree or higher in healthcare related field required upon hire
• A combination of education, training and experience may be considered in lieu of degree.
• No experience required
• No licensure/certification/registration required

Skills and Attributes

• Requires critical thinking skills and decisive judgment.
• Works under minimal supervision.
• Must be able to work in a stressful environment and take appropriate action.
• Strong customer service and communication skills.

Physical Demands

• Standing: Occasionally
• Walking: Occasionally
• Sitting: Frequently
• Lifting 0-25 lbs: Rarely
• Lifting 25-75 lbs: Never
• Lifting over 75 lbs: Never
• Carrying 0-25 lbs: Rarely
• Carrying 25-75 lbs: Never
• Carrying over 75 lbs: Never
• Pushing/Pulling 0-25 lbs: Rarely
• Pushing/Pulling 25-75 lbs: Never
• Pushing/Pulling over 75 lbs: Never
• Climbing: Rarely
• Bending/Stooping: Rarely
• Kneeling: Rarely
• Crouching/Crawling: Rarely
• Reaching: Occasionally
• Talking: Frequently
• Hearing: Occasionally
• Repetitive Foot/Leg Movements: Never
• Repetitive Hand/Arm Movements: Frequently
• Keyboard Data Entry: Frequently
• Running: Never
• Vision: Depth Perception: Frequently
• Vision: Distinguish Color: Frequently
• Vision: Seeing Far: Frequently
• Vision: Seeing Near: Frequently

Owensboro Health Core Commitments

INTEGRITY - We conduct ourselves with a high level of responsibility, reliability and honesty because we take seriously the trust of our patients and coworkers.

RESPECT - We value and accept the unique talents and contributions of every patient, customer and team member in the Owensboro Health community.

TEAMWORK - We build a spirit of connectivity and fellowship by striving together to overcome obstacles, surpass goals, celebrate accomplishments and plan the future.

INNOVATION - We foster original ideas and creative solutions that improve our daily work and promote the mission of Owensboro Health.

SERVICE - We focus on service to patients, customers and team members by anticipating their needs, thoughtfully meeting those needs and continually improving the quality of everything we do.

EXCELLENCE - We reach beyond basic expectations to expand our knowledge and awareness, produce exceptional work and provide outstanding service.