Patient Experience Specialist

Thundermist's Mission - To improve the health of our patients and communities by delivering exceptional health care, removing barriers to that care, and advancing healthy lifestyles.
Please note, effective September 1,2021, all Thundermist employees are required to have an initial dose of vaccine to prevent Covid-19. Effective October 1, 2021, all employees of RI licensed health care facilities must be fully vaccinated against Covid-19. Employees may be deemed exempt from this requirement based on documentation from their health care provider.
Job Description
Job Title:Patient Experience Specialist Reports to: Senior Director of Practice Management and Operations
Department:Patient Experience FLSA Status: Exempt
Job Grade: 6 Version Date: June 2022
General Responsibilities:
The Patient Experience Specialist provides support to programs and departments to ensure that the patient and family experience is aligned with Thundermist Health Center’s strategic direction to create an exceptional Patient Experience. The Patient Experience Specialist will be responsible for the administrative and analytical support of the Patient Experience program. Successful candidates for this position will collaborate with the Manager of Patient Experience to develop and implement strategies to improve the Patient Experience, performance on patient surveys, and other service-related metrics. The Patient Experience Specialist will serve as a Patient Advocate to address customer service issues that arise through the We Care Line, social media reviews, and other modalities including in-bound and out-bound phone calls. The Patient Experience Specialist is responsible for fostering relationships with internal stakeholders to ensure a positive Patient Experience and best outcomes.
Qualifications:Required Qualifications:

• Experience in quality analysis, auditing, and testing.
• Knowledge of tools, concepts, and methodologies of customer service.
• Strong communication skills both oral and written.
• Strong computer skills.
• Proficient with Microsoft Office and contact center software
• Bilingual in English/ Spanish

Skills/Abilities/Competencies Required

• Ability to effectively manage change and adapt quickly
• Experience with change in large, complex organizations
• Operational, problem solving and decision-making skills
• Knowledge of medical terminology (preferred)
• Ability to exercise judgment in dealing with sensitive, confidential information
• Ability to handle a high volume of work in a demanding and fast-paced environment

Preferred Qualifications:

• High School diploma or Associates Degree preferred
• 1-2 years prior healthcare experience strongly preferred
• Candidates who do not meet all of the preferred qualifications are encouraged to apply.

Significant Job Functions:

• Responds to, investigates, and resolves patient, family and visitor concerns, complaints, and grievances which requires superior communication skills.
• Collaborate with stakeholders across the organization to work towards appropriate resolution of concerns, complaints, and grievances.
• Provide professional and empathetic attention to patients and families via in-bound and out-bound phone calls and emails to document concerns, complaints, grievances, and compliments.
• Responsible for maintaining patient confidentiality while managing sensitive patient topics.
• Manage and provide analysis of survey results to identify strategies and plans for service excellence and Patient Experience improvement.
• Prepare monthly Patient Experience reports to be presented to multiple stakeholders within the organization.
• Develop, implement, lead and/or participate in customer service and patient relations initiatives for Patient Experience Services across Thundermist.

Other Duties:
Attend trainings and meetings as required.
Complete mandatory trainings as required by the organization.
Complete any other duties if assigned by Manager and/or Director and Associate director of Compliance and Quality Improvement.
Physical Effort/ Environment:

• This role is remote & hybrid
• Required travel to the office to represent department for meetings or training new employees.
• May require attendance at meetings outside of regularly scheduled hours

Work Schedule Demands:

• Full time, 40 hours a week

Communication Skills:

• Strong communication skills, both oral and written, required.
• Ability to relate to patients and build trusting relationships.

Confidentiality of Information:
Thundermist is dedicated in securing the privacy and confidentiality of protected health information under the Health Insurance Portability and Accountability Act. It is the responsibility of all employees to comply to state and federal guidelines in accessing sensitive information.
Will have access to agency information and must be kept confidential.
ADA & EEOC Statement:
Thundermist provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Thundermist is dedicated to the goal of building and maintaining a diverse and inclusive workforce committed to caring for patients in a manner that is respectful of cultural difference. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.