Position Summary:

The Patient Experience Specialist improves the experience of our patients and their families by executing and overseeing individualized, focused customer service strategies within the service area. The Patient Experience Specialist is a fluent user of the online evaluation and improvement tools available through the third party administrator of system patient experience surveys. These individuals provide education and physical support to operational teams in the service area for automated report generation to establish a common language across entities, data interpretation for targeted action planning, and best practice selection. The Patient Experience Specialist actively solicits the voice of the consumer through secret shopping, focus group facilitation, etc. The Patient Experience Specialists assist with the development of reward and recognition strategies by working collaboratively with Human Resource colleagues. This role is embedded in the service area and responsible for supporting patient experience initiatives across all care settings in the region of assignment, including Carle Health hospitals, Carle Clinic and Carle at Home. This role supports operational teams with customer service and patient engagement trainings to ensure The Patient Experience is continually and uniformly presented, deployed and integrated across the health system.

Qualifications:
Experience:

• 
  A minimum of 3 years of professional experience that has allowed the candidate to grow in knowledge of customer service, patient relations, training and development experience.
• Experience with The Studer Group, Baptist Leadership Group, Ritz Carlton, the Beryl Institute or other customer service thought leader strongly encouraged.

• Knowledge of customer service theories and practices, and knowledge of health care services and patient relations required.
• Proficient with on-line patient experience improvement tools and report generation highly preferred.
• Assists in the development of strategic action plans to support patient experience goals of the enterprise and evaluate performance of customer service initiatives against those goals
• Offers support to collaborative colleagues in the development of reward and recognition programs as related to patient experience
• Computer proficiency. Preferably will have prior experience with a database software application. Must be willing to become proficient in other computer software applications as needed
• Strong verbal and written communication experience and skills
• Comfortable presenting to groups of all sizes in a training capacity
• Ability to facilitate focus groups and other conversation to be inclusive of participants and draw out key information
• Must possess excellent professionalism, guest relations and interpersonal skills necessary for effective leadership and to represent the entire health system
• Demonstrates tact, diplomacy, and discretion in dealing with confidential information
• Must demonstrate the ability to maintain a universal, system-wide, cross-continuum perspective
• Recognizes the interdependence and connections between the various system entities
• Must be able to form effective working relationships with colleagues across all regions
• Keen attention to detail to provide constructive feedback in secret shopping initiatives to offer insight to operational teams and leaders

Essential Functions:

Key Accountability

• Assists with patient experience training of team members and new hires within the assigned territory
• Rounds on patients and families to gather real time feedback and perform service recovery
• Implements short and long range patient satisfaction improvement strategies and objectives consistent with the goals of the enterprise
• Assists in assuring that approved goals and objectives are met
• Tracks and reports patient experience performance reviews scores
• Utilizes good, cost-effective judgment with discretionary expenditures
• Stays abreast of trends and developments in the field by reading appropriate literature and attending seminars, training programs or related conferences
• Ability to establish and maintain effective working relationships with all staff; affiliated physicians, and business, industry, community and other professional groups
• Maintains regular and consistent attendance at work
• Adhere to all Carle Health personnel policies and procedures and safety guidelines
• Behave in a manner consistent with all Corporate Compliance policies and procedures
• Performs other related duties as assigned