Patient Experience Advocate

SouthEast Alaska Regional Health Consortium; Craig (CO); On-site; USD 34,000 - 44,000; Full time

Benefits offered by this job

Retirement plan

Paid time off

Paid parental leave

Health insurance

Dental benefits

Vision benefits

Life insurance

Long/short-term disability

Job summary

SouthEast Alaska Regional Health Consortium (SEARHC) seeks a Patient Experience Specialist to act as a customer service liaison between patients, families, staff and SEARHC leaders. The role promotes excellent patient experiences and continual service improvement across SEARHC’s systems and processes.

This full-time position requires a high school diploma, a valid driver's license, and at least two years of customer service experience.

Qualifications

• High school diploma or equivalent – required.
• Valid Driver's License with clean driving record (no DUIs).
• Two years’ experience in customer service – required.
• Knowledge of medical terms and practices.
• Knowledge of privacy rules and regulations.
• Knowledge of Tribal Healthcare systems.
• Knowledge of local and regional community resources and how to access them.
• Knowledge of customs and values of Alaska Native Peoples.

Responsibilities

• Demonstrate, promote, maintain, and encourage the highest level of customer service, professionalism, and compassion with patients and staff.
• Captures patient information and statements to summarize into clearly written notes of concerns and systems issues.
• Communicates with SEARHC leadership and affected patients and visitors to document appropriate actions and contacts into a patient feedback management system.
• Supports other team members by reviewing patient feedback, written notes, and draft communications as requested.
• Works to improve Customer/Patient satisfaction by assisting with patient satisfaction surveys and managing patient complaints, grievances, and compliments in compliance with all applicable regulations, policies, and best practices.
• Performs rounds as requested in clinics and hospitals to gauge customer satisfaction with surveys and structured interviews and to offer support as needed.
• Supports customer service/patient experience goals and initiatives by serving as a liaison between the Patient Experience Division and other SEARHC stakeholder groups as directed.
• Assist in navigating patients with inquiries concerning SEARHC locations and other services by utilizing available resources.
• Provides support to patients, visitors, and the public by assisting customers, family members and visitors in a professional manner and helping determine needs and connecting with appropriate resources.

Skills

Written communication

Oral communication

Conflict resolution

Education

High school diploma or equivalent

Driver's license (valid)

Job description

SouthEast Alaska Regional Health Consortium (SEARHC) seeks a Patient Experience Specialist to act as a customer service liaison between patients, families, staff and SEARHC leaders. The role promotes excellent patient experiences and continual service improvement across SEARHC’s systems and processes.

This full-time position requires a high school diploma, a valid driver's license, and at least two years of customer service experience.