Patient Experience & Engagement Innovator

Brooks Rehabilitation; Jacksonville (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

Brooks Rehabilitation seeks a Patient Experience Specialist to lead initiatives enhancing patient and employee experience across our inpatient hospitals. The role educates staff on a culture of excellence toward patients and tracks concerns and compliments for timely service recovery.

The position drives proactive rounding, process improvements, and technology-enabled innovations, coordinating staff education and engagement across multiple inpatient locations. Occasional travel is required.

Qualifications

• Bachelor’s degree required.
• Experience in patient experience, customer service or hospitality.
• Proficient with Microsoft Office (Excel, PowerPoint, Word).
• Project management background or interest in PM.

Responsibilities

• Creates guidelines for consistency around patient experience and employee engagement across our Inpatient Hospitals.
• Manages and monitors the Patient Satisfaction Surveys, analyzes data, highlights trends and makes recommendations for improvement to leadership.
• Develops workflow and process improvement initiatives for a consistent care experience
• Coordinates the development and implementation of initiatives, policies and procedures, including staff education activities (A.R.T. of Caring), to improve patient experience and employee engagement.
• Investigates new technology to enhance the patient experience and employee experience
• Acts as a liaison to address patient complaints, ensuring all complaints are formally tracked, routed to the proper department for complete service recovery, and closed.
• Occasional travel required to multiple Inpatient locations
• Performs other duties as assigned

Skills

Customer service

Patient experience

Project management

Communication

Microsoft Office

Education

Bachelor's degree

Tools

Microsoft Excel

Microsoft PowerPoint

Microsoft Word

Job description

Brooks Rehabilitation seeks a Patient Experience Specialist to lead initiatives enhancing patient and employee experience across our inpatient hospitals. The role educates staff on a culture of excellence toward patients and tracks concerns and compliments for timely service recovery.

The position drives proactive rounding, process improvements, and technology-enabled innovations, coordinating staff education and engagement across multiple inpatient locations. Occasional travel is required.