Patient Experience Specialist - Supplemental

The Patient Experience Specialist collaborates with departments and divisions (physicians, operational leaders and frontline staff) in responding to patient concerns that are received via letter, website, comment card, in-person, or telephone. Serves as a liaison between customers, patients and/or their families and Mayo Clinic (i.e., support, clinical departments, and administration) and provides insight and information as it relates to customer service, service recovery and complaint management processes. Provides a specific channel through which patients can seek solutions to problems, concerns, and unmet needs, in both outpatient and inpatient settings. These concerns are frequently emotionally charged and complex in nature requiring investigative work on the part of the Patient Experience Specialist. The emotionally charged nature of this work requires empathic and relationship-centered communications with patients and families including face-to-face meetings, phone calls, and letter correspondence. As follow up to the initial intake from patients and families, there is investigative work to research patient complaints, professional correspondence with Mayo Physician and Administrative leadership, resolution coordination, and professional-level documentation summarizing the case and
resolution. This work requires an understanding of associated regulatory and legal requirements and proficiency with all patient-related electronic medical record applications. In addition, requires broad organizational awareness to perform quality analysis and research of patient complaints. May be assigned to help create complaint data reports and share metrics, which may include complaint and other quantitative/qualitative data. May assist with service recovery training. May assists in a service role through institutional projects as directed and approved by the Patient Experience Manager.

This Position is 50% Remote but, Individual must live within driving distance to campus.

Bachelor's degree required plus two years of experience in healthcare or related fields.

Must gain in-depth knowledge of the Mayo Clinic Enterprise and its operations. Requires strong written communication skills and relationship-centered care or interpersonal skills: listening, speaking, rapport building, empathy, conflict resolution/negotiation, complaint management, facilitation, and problem solving and crisis intervention. Demonstrated successful collaboration and teamwork with colleagues within the work area and at all levels of an organization. Able to tolerate an ambiguous, fast-paced, demanding and constantly changing work environment while maintaining strong critical thinking, communication and organizational skills. Must be able to analyze information and data and have knowledge of computer tools. May require proficiency in the use of: Calabrio, EPIC, CRM, SharePoint, and Internet/Intra-net. Confidentiality, professionalism, and problem solving are essential.