Job description
Job Summary
The Patient Experience Specialist is charged with promoting and facilitating a culture of service excellence to deliver an exceptional patient, family and visitor experience. Performs a variety of moderately complex administrative and project management duties. Contributes to and promotes a positive work environment, role models Summit Pacific behavior and service standards.
Job Specific Duties and Responsibilities
- Serves as a champion for the “Summit Experience.” Research best practices and participates in the creation, planning, and implementation of programs, resources/tools, and action plans that drive reliable, high-quality patient and family-centered experiences across the District.
- Develops methods, tools, and training to ensure integration of the Summit Experience philosophy and mindset throughout the organization. Leverages existing opportunities, such as NEO and staff huddles to ensure Summit Experience is embedded and hardwired into the culture or the organization.
- Monitors patient feedback, satisfaction, and complaint/grievance data to identify trends, opportunities for improvement, and successes. Collects data, tracks and reports on patient experience measures and program outcomes.
- Assists in the development and implementation of Summit Pacific’s reputation management program.
- Facilitates processing and resolution of patient complaints and grievances. Ensures issues are researched, responded to, and resolved by appropriate leaders in a timely and effective manner. Appropriately refers issues to Quality/Risk when appropriate.
- Performs regular rounding with staff, patients, and family members/visitors and documents feedback. Facilitates service enhancement and/or initiates service recovery in-the-moment, when needed.
- Oversees the Summit Pacific Policy Committee and serves as an administrative expert in optimizing and maintaining the policies database and related practices and controls.
- Serves as a subject matter expert and resource. Mentors individuals and departments on interpersonal skills, service standards and delivery, and service recovery. Assists department leaders in developing solutions and action plans to achieve excellence in customer service. Assists with customer service related training.
- Organizes and/or facilitates patient experience related meetings and committees.
- Performs special projects and other related duties as assigned.
- Essential Job Function
Staff Member Responsibilities
- Adapts to changes in the work environment: Asks clarifying questions and/or provides constructive input in a helpful and respectful manner. SENIOR: Demonstrates flexibility.
- Builds and maintains working relationships: Maintains effective working relationships with supervisor and direct co-workers. SENIOR: Builds and maintains relationships across the organization.
- Creates positive experiences for patients, customers and, co-workers: Consistently provides a level of service that meets SPMC standards. SENIOR: Anticipates others’ needs and responds proactively; goes above-and-beyond to provide exceptional service.
- Demonstrates ongoing learning & development: Participates in ongoing skills training and competency development. SENIOR: Assists in training others.
- Exhibits effective work skills: Successfully performs job duties in accordance with SPMC expectations for quality/accuracy, quantity, and timeliness. Re-priorities and/or shifts focus as needed to deliver expected results.
SENIOR: Demonstrates initiative; successfully performs advanced job duties. Monitors workload and effectively prioritizes tasks to achieve desired results.
- Facilitates Teamwork: Actively engages in team activities. Welcomes and supports new team members; promotes a positive work environment. SENIOR: Meets team deadlines and responsibilities. Helps orient and acclimate new team members.
- Fosters an environment of trust: Treats others with courtesy and respect. Does not engage in gossip or triangulation. SENIOR: Is respectful and courteous in difficult situations. Redirects those who engage in behavior that undermines trust.
- Supports SP mission, vision, and values: Develops awareness of departmental contribution to mission, vision and strategy. Participates in department strategies and tactics. SENIOR: Provides thoughtful and constructive input for strategic planning. Takes initiative to execute tactics.
Organizational Responsibilities
In addition to the duties and responsibilities listed above, all employees are expected to adhere to Summit Pacific behavior and patient experience standards, comply with policies, procedures, and regulatory guidelines; and act in an ethical, professional, respectful, and collaborative manner.
Required Education and Experience
- Associate degree in with coursework in Hospitality, Business, or Psychology; or equivalent combination of education and training. Bachelor’s degree preferred.
- Two (2) years of directly related work experience in a patient care or hospitality environment.
Required Licenses, Certifications and/or Registrations
- Certified Patient Experience Professional certification (CPXP) preferred.
Required Knowledge, Skills, Abilities
- Ability to create and maintain a positive environment and work effectively with patients, family/visitors, and staff. Demonstrated ability to role model behavior and service standards; ability to mentor and train others to effectively perform in accordance with these standards.
- Familiarity with patient experience standards, processes, tools, and measures. Ability to work independently to research, learn and effectively deploy new concepts, processes, and tools.
- Ability to maintain composure and present in a confident, professional, and approachable manner. Ability to appropriately manage situations while maintaining privacy and confidentiality and ensuring the dignity of the patient/customer is maintained at all times.
- Ability to deescalate and manage difficult customer interactions. Skilled at listening, empathizing, and negotiating conflicts.
- Strong attention to detail; commitment to excellence and strong planning and organizational skills; ability to use time efficiently and prioritize and coordinate tasks effectively.
- Intermediate administrative and computer skills. Ability to learn and effectively use computer and software applications as needed to perform job duties.
- Ability to work independently and exercise good judgement to perform moderately complex, highly visible, project-oriented assignments.
Physical Requirements
Never = 0% of time
Seldom = 1-10%
Occasional = 10-30%
Frequent = 30-70%
Constant = over 70%
Lifting <10 lbs
X
Lifting 10-35 lbs
X
Lifting >35 lbs
X
Carrying <10 lbs
X
Carrying 10-35 lbs
X
Carrying >35 lbs
X
Pushing/Pulling 0-35 lbs
X
Sitting
X
Standing
X
Walking
X
Bending/Stooping
X
Crouching
X
Exposure to BBP
X
Vision
Within normal range with or without corrective devices
Hearing
Within normal range with or without corrective devices.
Speech
Within normal range with or without corrective devices.
The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of Summit Pacific.
Location: Summit Pacific Medical Center · SPM COMMUNITY RELATIONS
Schedule: Full Time, Monday - Friday 8:00 - 4:30
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