Patient Experience Assistant

Outer Cape Health Services; Orleans (MA); On-site; USD 33,000 - 39,000; Full time

Job summary

Outer Cape Health Services is seeking a Patient Experience Assistant in Orleans, MA. This role serves as the first point of contact for patients needing service recovery or navigation of their care experience, collaborating with clinical and operational leaders to investigate concerns and promote service excellence.

Reporting to the Director of Patient Experience, you will manage patient feedback programs, monitor satisfaction trends, and provide data and recommendations to support quality

Qualifications

• One year of undergraduate education in healthcare, business, communications, or related field preferred.
• Experience in healthcare, customer service, patient relations, medical office operations, or quality improvement.
• Excellent judgment, conflict resolution, and ability to solve problems in a timely manner.
• Excellent interpersonal, written and verbal communication skills, organizational abilities, computer experience, and collaborative teamwork.
• Experience with EPIC and Microsoft Office.
• Ability to adhere to strict confidentiality standards.

Responsibilities

• Respond to patient concerns, complaints, compliments, and grievances with professionalism and timely follow-up.
• Conduct fact-finding conversations with patients, families, providers, and staff to understand concerns.
• Document patient interactions and service recovery activities in Epic and other tracking systems.
• Ensure patient concerns are addressed per policies and regulatory requirements.
• Escalate patient safety, quality, or compliance concerns to leadership.
• Monitor patient satisfaction trends and comments to identify opportunities for improvement.
• Prepare routine reports and dashboards summarizing patient experience metrics and themes.
• Share positive patient feedback with leaders and staff.
• Partner with leaders to implement service recovery and experience improvement initiatives.
• Develop and maintain patient-facing materials that enhance the experience.
• Support community outreach and related activities.

Skills

Healthcare experience

Customer service

Patient relations

EPIC knowledge

Microsoft Office

Education

Undergraduate coursework in healthcare/business/communications

Tools

Epic

Microsoft Office

Job description

Job Details

Job Location: Corporate - Orleans, MA 02653

Position Type: Full Time

Salary Range: $24.00 - $28.50 Hourly

Patient Experience Assistant

Our Culture - Why work with us

Joining Outer Cape Health Services isn't just about taking on a new role; it's about embracing a mission that goes beyond the day-to-day. Here, you become part of a dedicated team committed to safeguarding and nurturing invaluable community health resources. Our ethos is built on creating a vibrant and inclusive workplace where every team member is valued and recognized for their unique contributions.

Who We Are

Our mission is to provide a full range of primary health care and supportive social services that promote the health and well‑being of all who live in or visit the ten outermost towns of Cape Cod.

OCHS now cares for more than 20,000 patients annually, and no one is denied access to services due to an inability to pay. Founded in 1987 through the merger of Health Associates of Provincetown (established in 1972) and the AIM Medical Center in Wellfleet (established in 1966), Outer Cape Health has a long history of successful growth and expansion in pursuit of this mission. As a Patient‑Centered Medical Home, OCHS holds itself to the highest standards. Ensuring patients have access to care when they need it and request it and validating that staff are working at the top of their licensures are the foundations of this model.

Our Core Competencies

At Outer Cape Health Services, our core competencies are the foundation upon which our organization is built, guiding us in our mission to deliver exceptional health services to our communities. Our focus on fostering teamwork ensures that we operate as a cohesive unit, valuing each member's contribution and working synergistically towards common goals. Integrity and honesty stand at the heart of everything we do, creating a culture of trust and respect among our team and the communities we serve. Embracing technology, we continually seek innovative solutions to enhance our services and operations. Finally, being patient‑centered, we prioritize the needs and well‑being of those we serve, striving to exceed expectations and make a meaningful difference in their lives.

A Day in the Life of this Role

The Patient Experience Assistant serves as the first point of contact for patients and families requiring service recovery, support, or assistance navigating their care experience. Reporting to the Director of Patient Experience, this role will work collaboratively with clinical and operational leaders, this role investigates patient concerns, coordinates timely follow‑up, identifies opportunities for improvement, and promotes a culture of service excellence across the organization.

This position manages patient feedback programs, monitors patient satisfaction trends, and provides data and recommendations that support organizational quality improvement initiatives. The role transforms individual patient experiences into organizational learning opportunities that improve care for all patients.

Summary of Duties

• Respond to patient concerns, complaints, compliments, and grievances with professionalism, empathy, and timely follow‑up.
• Conduct fact‑finding conversations with patients, families, providers, and staff to fully understand concerns.
• Document patient interactions and service recovery activities in Epic and other tracking systems.
• Ensure patient concerns are addressed in accordance with organizational policies and regulatory requirements.
• Escalate patient safety, quality, or compliance concerns to appropriate leadership.
• Monitor patient satisfaction survey results and patient comments to identify trends and opportunities for improvement.
• Prepare routine reports and dashboards summarizing patient experience metrics and themes.
• Recognize and share positive patient feedback with leaders and staff.
• Partner with clinical and operational leaders to implement service recovery and patient experience improvement initiatives.
• Develop and maintain educational resources, communication tools, and patient‑facing materials that enhance the patient experience.
• Support community outreach and communication efforts related to patient experience as assigned.
• Other related duties and projects as assigned.

QualificationsWhat we need from you:

• One (1) year of undergraduate education in healthcare, business, communications, or related field preferred.
• Experience in healthcare, customer service, patient relations, medical office operations, or quality improvement.
• Excellent judgment, conflict resolution, and ability to solve problems in a timely manner.
• Excellent interpersonal skills, written and verbal communication skills, organizational abilities, computer experience, and the ability to work within a collaborative team setting.
• Experience with electronic medical records (EPIC preferred) and Microsoft Office.
• Ability to adhere to strict confidentiality standards.
• Demonstrated ability to work effectively both as a team member and independently within a culturally diverse and inclusive environment.

AAP/EEOC Statement

Outer Cape Health Services is committed to providing equal employment opportunity in all our employment programs and decisions. Discrimination in employment on the basis of any protected class under federal, state, or local law is a violation of our policy and is against the law. Equal employment opportunity is provided to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, covered veterans’ status, marital status, personal appearance, sexual orientation, family responsibilities, matriculation, political affiliation, or any other protected characteristic. This policy applies to all terms and conditions of employment, including, but not limited to, recruitment and hiring, placement, promotion, termination, reductions‑in‑force, recall, transfer, leave of absence, compensation, and training.

In accordance with Massachusetts law, we are committed to wage transparency. The salary range for this position is $24 – $28.50. This range is provided to promote equity and transparency in our hiring process. Actual compensation may vary based on factors such as experience, qualifications, internal equity, and other job‑related criteria.