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.

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.