Patient Experience & Quality Specialist I

CLS Health; Webster (TX); On-site; USD 52,000 - 76,000; Full time

Job summary

CLS Health in Houston, TX seeks a Patient Experience Specialist to manage, investigate, and resolve patient complaints while identifying system-wide improvements.

You will log, review, escalate, and close concerns with thorough documentation, lead cross-department collaboration, and support audits and trend analysis.

Travel to CLS Health locations as needed and provide insights to leadership to drive performance improvements and a better patient experience.

Qualifications

• Adept at queries, writing reports, and making presentations.
• Team-working skills.
• Strong communication and interpersonal skills, with the ability to interact effectively with patients, families, and healthcare professionals.
• Knowledge of healthcare regulations, quality improvement methodologies, and patient experience best practices.
• Bachelor's degree in healthcare administration or business administration, Master’s degree preferred.

Responsibilities

• Accurately document all new complaints in the Excel-based tracking system, ensuring complete and correct patient identification.
• Manage high complaint volumes efficiently while maintaining accuracy.
• Careful analysis of complaint details and patient feedback.
• Retrieval and review of all relevant documentation.
• Listening to and reviewing multiple call recordings when necessary to fully understand patient concerns.
• Coordinate resolution across multiple departments when complaints span clinical, operational, or administrative areas.
• Prepare summaries, findings, and corrective recommendations for leadership.
• Track low Net Promoter Score (NPS) trends and recurring complaint themes.

Skills

Queries, reports & presentations

Teamwork

Communication & interpersonal skills

Healthcare regulations knowledge

Quality improvement methodologies

Patient experience best practices

Education

Bachelor's degree in healthcare administration or business administration

Master’s degree preferred

Job description

CLS Health in Houston, TX seeks a Patient Experience Specialist to manage, investigate, and resolve patient complaints while identifying system-wide improvements.

You will log, review, escalate, and close concerns with thorough documentation, lead cross-department collaboration, and support audits and trend analysis.

Travel to CLS Health locations as needed and provide insights to leadership to drive performance improvements and a better patient experience.