Care Experience Advocate & Process Improver

Henry Ford Health - Careers; Detroit (MI); On-site; USD 52,000 - 78,000; Full time

Job summary

Henry Ford Health is seeking a Care Experience Specialist to act as the first resource for patients, families, or customers with concerns or inquiries. You will identify and mitigate issues at the point of care and collaborate with multidisciplinary teams to prevent escalation to grievances.

You will help reduce adverse experience outcomes and support patient loyalty to strengthen the Henry Ford Health brand locally and nationally, working within Corporate Services, Care Experience, and Day

Qualifications

• Bachelor’s degree required or 1–3 years of equivalent experience in direct intervention and management of customer experience, risk, and safety events.
• Experience leading multidisciplinary process improvement initiatives as a team leader or project facilitator preferred.

Responsibilities

• Identify, investigate, and mitigate patient, family, or consumer concerns to prevent escalation to grievances.
• Collaborate with multidisciplinary teams to reduce adverse experience outcomes and minimize risk and suffering.
• Support patient loyalty and strengthen Henry Ford Health brand locally and nationally.

Skills

Service excellence

Verbal communication

Written communication

Critical thinking

Interpersonal skills

Conflict resolution

De-escalation

IT literacy

Multitasking

Team collaboration

Policy interpretation

Education

Bachelor’s degree or 1–3 years direct intervention experience

Tools

MS Word

MS Excel

PowerPoint

Outlook

Job description

Henry Ford Health is seeking a Care Experience Specialist to act as the first resource for patients, families, or customers with concerns or inquiries. You will identify and mitigate issues at the point of care and collaborate with multidisciplinary teams to prevent escalation to grievances.

You will help reduce adverse experience outcomes and support patient loyalty to strengthen the Henry Ford Health brand locally and nationally, working within Corporate Services, Care Experience, and Day