Patient Experience Specialist

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

The Patient Experience Specialist is a highly motivated and independent individual responsible for recommending and leading initiatives to achieve superior patient and employee experience consistent across our Inpatient Hospitals. They will assume the primary role of educating staff on the culture of excellence we expect towards our patients. Another portion of their role consists of documenting and reporting concerns and compliments to inpatient leadership and appropriate team members. They actively work to improve the patient experience through proactive rounding, process improvement, and leveraging technology and innovation. This position also coordinates activities to improve employee engagement.Responsibilities:Creates guidelines for consistency around patient experience and employee engagement across our Inpatient Hospitals.Actively 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 experienceCoordinates 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 experienceActs 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 locationsPerforms other duties as assignedQualifications:Minimum of a Bachelor’s Degree requiredExperience in patient experience, customer service or hospitalityProficient knowledge of Microsoft Office Suite (Excel, Power Point, Word)Project management (PM) background or interest in furthering education in PMInterest in researching/leveraging technology to improve patient experience and employee engagementLocation: Brooks Bartram Inpatient HospitalHours: Monday - Friday, 8am - 5pmThriving in a culture that you can be proud of, you will also receive many employee benefits such as the following:Competitive PayComprehensive Benefits packageVacation/Paid Time OffRetirement PlanEmployee DiscountsEducation and Professional Development ProgramsDisclaimer: This job description describes the general nature and level of work only. It is not an exhaustive list of all responsibilities, duties, and skills. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.