Patient Experience Specialist II

Adaptationprofessionals; Anchorage (AK); On-site; USD 27,000 - 39,000; Full time

Benefits offered by this job

Medical Insurance

Retirement Contributions

Paid Time Off

On-Site Child Care Facility

Employee Assistance Program

Tuition Discounts

Job summary

Alaska Native Tribal Health Consortium seeks a Patient Experience Specialist to welcome patients, coordinate service directions, and support families within a busy Anchorage health system.

The role emphasizes effective communication, patient satisfaction, and handling inquiries while maintaining detailed records. It requires a high school diploma or GED, with opportunities for an Associate degree benefiting senior levels.

Qualifications

• High school diploma or GED equivalent required.
• Associates degree in business or related field preferred for advanced roles.
• Progressively responsible patient experience or related work may substitute for formal education.

Responsibilities

• Greet patients, visitors and families and direct them to services.
• Answer questions about hospital programs, providers and locations; relay information.
• Maintain patient experience feedback systems and respond to concerns.
• Conduct regular rounds to ensure patient satisfaction and coordinate with staff.

Skills

Customer service

Communication skills

Conflict resolution

Call center operations

Education

High school diploma or GED

Associates degree (business or related field)

Job description

US:AK:Anchorage | Administrative | Full-Time

19.40 - 28.07 USD per hour

Posted 8 days ago

Description

The Alaska Native Tribal Health Consortium is a non-profit Tribal health organization designed to meet the unique health needs of Alaska Native and American Indian people living in Alaska. In partnership with the more than 171,000 Alaska Native and American Indian people that we serve and the Tribal health organizations of the Alaska Tribal Health System, ANTHC provides world-class health services, which include comprehensive medical services at the Alaska Native Medical Center, wellness programs, disease research and prevention, rural provider training and rural water and sanitation systems construction.

ANTHC is the largest, most comprehensive Tribal health organization in the United States, and Alaska’s second-largest health employer with more than 3,100 employees offering an array of health services to people around the nation’s largest state.

Our vision: Alaska Native people are the healthiest people in the world.

ANTHC offers a competitive and comprehensive Benefits Package for all Benefit Eligible Employees, which includes:

• Medical Insurance provided through the Federal Employee Health Benefits Program as a Tribal Employee, with over 20 plans and tiers.
• Cost-Share Dental and Vision Insurances
• Discounted Pet Insurance
• Retirement Contributions with Pre-Tax or Roth options into a 403(b).
• 401(a) ANTHC Retirement Plan: After one year of employment, ANTHC will begin making matching contributions of up to 5% of your eligible pay, based on your own contributions. In addition, you may be eligible for an annual discretionary contribution of up to 3% from the employer.
• Paid Time Off starts immediately, earning up to 6 hours per pay period, with paid time off accruals increasing based on years of service.
• Eleven Paid Holidays
• Paid Parental Leave or miscarriage/stillbirth eligibility after six months of employment
• Basic Short/Long Term Disability premiums, Accidental Death and Dismemberment (AD&D) Insurance, and Basic Life Insurance are covered 100% by ANTHC, with additional options for Short-Term Disability Buy-Up Coverage and Voluntary Life for yourself and your family members.
• Flexible Spending Accounts for Healthcare and Dependent Care.
• Ancillary Cash Benefits for accident, hospital indemnity, and critical illness.
• On-Site Child Care Facility with expert-designed classrooms for early child development and preschool.
• Employee Assistance Program with support for grief, financial counseling, mental/emotional health, and discounted legal advice.
• Tuition Discounts for you and your eligible dependents at Alaska Pacific University.
• On-Site Training Courses and Professional Development Opportunities.
• License and certification reimbursements and occupational insurance for medical staff.
• Emergency Travel Assistance
• Education Assistance or Education leave eligibility
• Discount program for travel, gym memberships, amusement parks, and more.

Visit us online at www.anthc.org or contact Recruitment directly at [e-mail].

Alaska Native Tribal Health Consortium has a hiring preference forqualified Alaska Native and American Indian applicants pursuant to P.L. 93-638 Indian Self Determination Act.

Summary:

Under general supervision, provides customer services to patients, visitors, and public. Maintains consistent patient flow. Greets patients, families and visitors in a professional manner and determines needs.

Responsibilities:

All

Functions as first point-of-contact for directing patients to medical and health related services. Answers questions about hospital organization, providers and locations; serves as a resource person and provides accurate information and directions for hospital, clinics, programs and services. Answers phones and records detailed accurate phone messages and disseminates to appropriate areas. Updates and maintains accurate phone list. Makes follow up phone calls as needed.

Assists patients to help them understand the process of their care and learn more about their health. Escorts patients to their designations. Comforts and assists families with the grieving process and bereavement preparations. Coordinates ground transportation for patients.

Maintains wheelchairs for cleanliness and patient availability.

Patient Experience Specialist II

Ensures patient satisfaction; researches and resolves patient concerns.

Performs regular rounds to ensure continual patient satisfaction. Responsible for the Patient Experience comment boxes. Records and compiles written or verbal patient comments, concerns or complaints and relays information to appropriate staff or manager. Performs regular inpatient rounds to ensure continual patient satisfaction.

Provides feedback to staff and recommends ways to improve the patient experience. Supports patient experience goals and initiatives. Assists with counseling, training and coaching department staff.

Patient Experience Specialist III

Assists in maintaining the patient experience feedback reporting system, RLDatix. Builds reporting mechanisms and paths of communication to advise and engage critical and key partners in identifying, developing and implementing targeted improvement initiatives. In addition, assists in creating metrics to determine success of improvement initiatives.

Instructs hospital staff in the adopted Patient Experience Program, patient experience processes and procedures.

Performs other duties as assigned.

Other information:

KNOWLEDGE and SKILLS

All

Knowledge of customer service concepts and practices.

Knowledge of HCAHPS, CG-CAHPS and other patient experience survey instruments.

Knowledge of Patient Experience education trends, literature and systems.

Knowledge of call center operations.

Knowledge of safety, infection and quality control standards.

Knowledge of medical terminology.

Knowledge of privacy rules and regulations.

Skill in persuasive conflict resolution.

Skill in effective oral and written communication.

Skill in working independently or as a team member.

Skill in assessing and prioritizing multiple tasks, projects and demands.

Skill in establishing and maintaining cooperative working relationships with other employees.

Skill in operating a personal computer utilizing a variety of software applications.

MINIMUM EDUCATION QUALIFICATION

Patient Experience Specialist I & II

A high school diploma or GED equivalent.

Patient Experience Specialist III

Associates Degree in business or related field. Progressively responsible patient experience or related work may be substituted on a year-by-year basis for the college education.

MINIMUM EXPERIENCE QUALIFICATION

Patient Experience Specialist I

Non-supervisory – Two (2) years of customer service experience. An equivalent combination of relevant education and/or training may be substituted for experience.

Patient Experience Specialist II

Non-supervisory - Three (3) years of patient experience. An equivalent combination of relevant education and/or training may be substituted for experience.

Patient Experience Specialist III

Non-supervisory - Four 4) years of patient experience. An equivalent combination of relevant education and/or training may be substituted for experience.

PREFERRED EXPERIENCE QUALIFICATION

Ability to speak an Alaska Native language.

ADDITIONAL REQUIREMENTS

May be required to work evenings, weekends or holidays.

Patient Experience Specialists III may be required to rotate on the on-call schedule.

Within 6 months of employment, will need to complete the PX-101 training.