Patient Experience Specialist

Licking Memorial Hospital; Newark (OH); On-site; USD 50,000 - 60,000; Full time

Job summary

Licking Memorial Health Systems is seeking a Patient Experience Liaison to support as a bridge between patients and staff. The role aims to ensure outstanding care by fostering a voice for patients, families, visitors, and the community in coordination with leaders and workers.

The position emphasizes documenting interactions, following up on requests, and driving improvement through patient experience data while coordinating with external partners and internal teams to enhance overall

Qualifications

• Bachelor's degree preferred or three years of relevant experience.
• Exceptional interpersonal and customer service skills are a must.
• Strong computer skills including the ability to learn new technology quickly.
• Strong verbal and written communication skills with all levels of staff and leaders.
• Strong critical thinking skills and the ability to make appropriate decisions quickly.
• Dependable and trustworthy with confidential information at all times.
• Ability to operate telephones, printers, copiers, and fax machines.
• Familiarity with LMH organizational structure is a plus.
• LMH is accredited by DNV and TJC; may require education related to certifications.

Responsibilities

• Promotes a positive hospital image to staff, patients, and community at all times.
• Builds and maintains positive relationships with patients and staff to foster a customer service culture.
• Rounds on each patient at least once during their stay.
• Documents all patient communication and interaction during daily rounds.
• Documents patient preferences and attributes for future focus areas.
• Follows up on patient requests in a timely fashion (culinary, EVS, patient care, facility issues).
• Rounds regularly with Culinary and EVS Management.
• Recognizes exemplary customer service by staff, physicians, or volunteers.
• Discusses patient concerns with managers or staff as needed and resolves challenges.

Skills

Interpersonal skills

Customer service

Communication skills

Critical thinking

Confidentiality

Education

Bachelor's degree

Tools

Computer skills

Job description

Position Summary

Under the direction of the Vice President Development & Public Relations, provides support as a liaison between patients and staff. This position represents the voice of the individual (patient, family and significant others, visitors, community) while collaborating with leaders and workforce members to ensure we are meeting or exceeding expectations of care.

Responsibilities

• Promotes a positive hospital image to staff, patients, and community at all times


• Builds and maintains positive relationships with patients and staff by striving to create a culture that proactively focuses on customer service


• Attempts to round on each patient at least once during their stay


• Documents all patient communication and interaction during daily rounds


• Documents patient preferences and/or unique attributes for future areas of focus


• Follows up on all patient requests (culinary, EVS, patient care, facility issues, etc.) in a timely fashion


• Rounds regularly with Culinary and EVS Management


• Recognizes staff, physicians, and/or volunteers that exhibit exemplary customer service


• Immediately discusses patient concerns and/or unsatisfactory conditions with managers or other staff as needed


• Shares and resolves challenges with various peers in a timely manner


• Works with the Patient Experience Project Manager to identify trends and improvement opportunities


• Review Patient Experience data to drive improvement outcomes and service recovery efforts


• Report weekly to Vice President Development & Public Relations


• Report monthly to HCAHPS Steering Committee


• Monthly teleconferences with Press Ganey and CipherHealth


• Co-facilitates annual Patient Experience Week


• Special duties or projects as assigned

Requirements

• Bachelor's Degree preferred or t hree years of relevant experience


• Exceptional interpersonal and customer service skills are a must


• Strong computer skills including the ability to learn new technology quickly


• Strong verbal and written communication skills. Must be able to interact professionally with all levels of staff and leaders within the organization, up to and including co-workers, senior leaders (Vice Presidents) and members of the medical staff


• Strong critical thinking skills and the ability to make appropriate decisions quickly


• Dependable and trustworthy, with a capability for dealing with sensitive information in a confidential manner at all times


• Ability to operate telephones, printers, copier, and fax machine


• Familiarity with LMH organizational structure is a plus.


• LMH is accredited by DNV and TJC, and as such, may require specific annual education related to specialty certifications and standards

Equal Opportunity Employer

Licking Memorial Health Systems is an equal opportunity employer and maintains compliance with all state, federal, and local regulations. Licking Memorial Health Systems does not discriminate against applicants because of race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-meritbased factors protected by law.

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.