Patient Experience Specialist - Insight & Resolution

Paylocity; Webster, Northern (TX, KY); Hybrid; USD 52,000 - 75,000; Full time

Job summary

CLS Health in Houston is seeking a Patient Experience Specialist to lead the investigation and resolution of patient complaints while identifying system-wide opportunities to improve service delivery and patient satisfaction.

The role requires strong analytical skills, attention to detail, and extensive collaboration across clinical, operational, and administrative teams. You will document, escalate, and track concerns, supporting audits and performance improvement initiatives.

Qualifications

• Adept at queries, writing reports, and making presentations.
• Team-working skills.
• Strong communication and interpersonal skills with patients, families, and healthcare professionals.

Responsibilities

• Accurately document all new complaints in the tracking system.
• Manage high complaint volumes with accuracy and attention to detail.
• Analyze complaint details and patient feedback.
• Retrieval and review of all relevant documentation.
• Listen to and review call recordings to understand patient concerns.
• Identify gaps or process failures and coordinate cross-departmental improvements.
• Prepare detailed communications to Clinic Leads and Operations Managers.
• Follow up with stakeholders to ensure closure and accountability.
• Coordinate resolution across clinical, operational, and administrative areas.
• Conduct in-depth reviews to uncover systemic issues.
• Provide insights to leadership to support decision-making and performance improvement initiatives.

Skills

Query writing

Report writing

Presentations

Teamwork

Communication

Education

Bachelor's degree in healthcare administration

Master’s degree preferred

Job description

CLS Health in Houston is seeking a Patient Experience Specialist to lead the investigation and resolution of patient complaints while identifying system-wide opportunities to improve service delivery and patient satisfaction.

The role requires strong analytical skills, attention to detail, and extensive collaboration across clinical, operational, and administrative teams. You will document, escalate, and track concerns, supporting audits and performance improvement initiatives.