Patient Experience Specialist (3615)

Brooks Rehabilitation; Jacksonville (FL); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Comprehensive Benefits package

Vacation/Paid Time Off

Retirement Plan

Employee Discounts

Education and Professional Development

Job summary

Brooks Bartram Inpatient Hospital is seeking a Patient Experience Specialist to lead programs that enhance patient and staff experience. You will educate teams on the culture of excellence, monitor patient satisfaction data, and drive initiatives across our inpatient locations.

The role requires a bachelor’s degree, experience in patient experience or hospitality, and strong project-management and IT literacy. Occasional travel within inpatient locations is expected.

Qualifications

• Minimum of a Bachelor’s Degree required.
• Experience in patient experience, customer service or hospitality.
• Project management background or interest in PM.
• Interest in researching/leveraging technology to improve patient and employee engagement.

Responsibilities

• Educate staff on the culture of excellence for patients.
• Lead initiatives to improve patient and employee experience across Inpatient Hospitals.
• Document and report concerns and compliments to leadership.
• Monitor patient satisfaction surveys and analyze data to identify trends.
• Coordinate staff education activities and process improvement initiatives.

Skills

Customer service

Communication

Process improvement

Project management

Education

Bachelor's degree

Tools

Microsoft Office

Excel

PowerPoint

Word

Job description

DescriptionThe 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.Qualifications