Care Experience Specialist

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

Through effective interventions, the Care Experience Specialist (CXS) serves as the first resource for a patient, family, or consumer, concern or inquiry. They identify, investigate, and mitigate point-of-care concerns from escalating to grievances which may result in review by regulatory agencies. The CXS collaborates with multidisciplinary teams to reduce and prevent adverse experience outcomes, thereby minimizing the risk of increased suffering to patients and families. The CXS duties and responsibilities support patient loyalty which helps build the Henry Ford Health brand locally and nationally.

Education & Experience

• 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.

Skills & Qualifications

• Strong commitment to service excellence.

• Excellent verbal and written communication skills with the ability to communicate effectively with diverse internal and external populations.

• Strong critical thinking skills with the ability to identify and guide process improvement opportunities.

• Excellent interpersonal, negotiation, diplomacy, conflict resolution, and customer service skills.

• Ability to de-escalate difficult situations and provide a calming presence for upset patients, families, or team members.

• Proficient in using information technology to communicate, manage information, and support decision-making.

• Ability to independently manage multiple priorities and meet competing deadlines.

• Flexible and able to work effectively in a collaborative, team-based environment.

• Ability to interpret and apply policies, procedures, and regulations related to patient experience, quality, risk, and safety.

• Ability to recognize psychosocial factors affecting patients and families and connect them with appropriate internal resources.

• Proficient in Microsoft Word, Excel, PowerPoint, Outlook/email, and internet navigation.
  Additional Information

• Organization: Corporate Services

• Department: Care Experience

• Shift: Day Job

• Union Code: Not Applicable