Patient Experience Specialist — Lead Service Excellence

SouthCoast Health; New Bedford (MA); On-site; USD 40,000 - 56,000; Full time

Benefits offered by this job

Competitive pay

Time off / Earned Time Off

Employee wellbeing program

403B retirement plan

Tuition assistance

Leadership training opportunities

Job summary

Southcoast Health in Massachusetts seeks a Patient Service-Experience Specialist to strengthen patient relations and service excellence. You will resolve complaints across the system, analyze feedback, and report on outcomes to drive improvements.

Ideal candidates hold a bachelor’s degree in a healthcare-related field, with 3+ years in customer service or patient advocacy, plus strong facilitation and presentation skills. Vaccination against flu and COVID-19 is required unless exempt.

Qualifications

• Bachelor's degree in Healthcare Administration or related field; Master’s preferred.
• At least 3 years of relevant experience in customer service, health care, hospitality, retail, or patient advocacy.
• Excellent facilitation, consultative and presentation skills.
• Knowledge of healthcare environment and patient rights regulations preferred.
• Must be fully vaccinated against influenza and COVID-19 or exempt with signed statement.

Responsibilities

• Manage complaints and grievances for the system with strong communication.
• Lead resolution of patient, family, and visitor concerns within regulatory requirements.
• Review patient survey results and publish analysis for service improvement.
• Prepare monthly accountability reports and support patient experience initiatives.
• Engage in vendor relationships related to service excellence and patient experience.

Skills

Interpersonal skills

Customer service

Organizational skills

Team building

Education

Bachelor's Degree in Healthcare Administration / related field

Masters Degree preferred

Job description

Southcoast Health in Massachusetts seeks a Patient Service-Experience Specialist to strengthen patient relations and service excellence. You will resolve complaints across the system, analyze feedback, and report on outcomes to drive improvements.

Ideal candidates hold a bachelor’s degree in a healthcare-related field, with 3+ years in customer service or patient advocacy, plus strong facilitation and presentation skills. Vaccination against flu and COVID-19 is required unless exempt.