Patient Service-Exp Specialist

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

Community Focused. Care Driven.

Join Southcoast Health, where your future is as promising as the care we provide. Our commitment to each other, our patients, and our community is more than a mission - it's our way of life, and you'll be at the heart of it.

Southcoast Health is a not-for-profit, charitable, health system with multiple hospitals, clinics and facilities throughout Southeast Massachusetts and Rhode Island.

Nestled in local communities, Southcoast Health provides inclusive, ethical workplaces where our highly skilled caregivers offer world-class, comprehensive healthcare close to home.

Find out for yourself why Southcoast Health has been voted 'Best Place to Work' for 7 years in a row!

We are searching for a talented Patient Service-Exp Specialist

Hours: 40hrs

Shift:Day shift; 8:00am - 4:30pm

Location: St. Luke's Hospital - New Bedford, MA

A career at Southcoast Health offers you:

• A culture of well-being that embraces, respects, and celebrates the rich diversity of one another and the communities we serve

• Competitive pay and comprehensive benefits package

• Generous Earned Time Off Package**

• Employee Wellbeing Program

• 403B Retirement Plan with company match

• Tuition assistance / Federal Loan Forgiveness programs

• Professional growth opportunities and customized leadership training

**Available to regular status employees who are scheduled to work a minimum of 24 hours.

Southcoast Health is an Equal Opportunity Employer.

Position reports to the Manager, Service Excellence & Patient Experience or designee. Work both independently and collaboratively to perform a variety of duties including but not limited to complaint/grievance management and resolution for the System, which requires superior communication skills along with ability to manage sensitive patient topics. Lead resolution of complaints and grievances of patients, family members and visitors within regulatory requirements. Review patient survey results, manage publishing process and provide analysis of customer service outcomes to identify strategies and plans for service excellence and patient experience improvement. Prepare and provide monthly accountability reports. Develop, implement, lead and/or participate in customer service and patient relations initiatives for Patient Care Services across Southcoast. Manage and support critical service excellence and patient experience vendor relationships. Occasional nights and weekends may be required to support.

• Bachelors Degree in Healthcare Administration, Behavioral Science, Management, Marketing, Communications, Hospitality or comparable experience is required. Masters Degree in a related field preferred.

• Excellent interpersonal, customer service, organizational and team building skills required.

• Excellent facilitation, consultative, presentation skills required for educating and training.

• A minimum of three years of relevant experience in customer service, health care, hospitality, retail, or patient advocacy environment required.

• Experience in benchmarking, data interpretation and analysis related to market trends also required.

• Knowledge of healthcare environment and regulatory requirements regarding patient rights preferred.

• Must be fully vaccinated against seasonal Influenza and the COVID 19 virus or to be exempt from the requirement for medical or personal reasons by signing a statement certifying you are choosing to be exempt from vaccination once hired.

• Compensation: Pay rate will be determined based on level of experience.