Patient Experience Specialist

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

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