JOB SUMMARY
The Patient Experience Specialist works to identify and implement patient experience improvement activities and to ensure an excellent experience of care for patients and families in all care settings. This is accomplished through facilitating coaching and learning interventions to improve patient experience. The Patient Experience Specialist also provides a channel between the patient and the organization through which patients may seek potential solutions to problems and concerns related to the care provided. The Patient Experience Specialist acts as a neutral party in sensitive care concerns and patient experiences by actively listening, instilling trust and confidence, and conveying professionalism to the patient(s), provider(s), or staff member(s) involved. This position partners with patients, leaders, providers, and staff to realize organizational patient experience goals.
JOB QUALIFICATIONS
EDUCATION
For positions requiring education beyond a high school diploma or equivalent, educational qualifications must be from an institution whose accreditation is recognized by the Council for Higher Education and Accreditation.
Minimum Required: Bachelor’s degree in a healthcare, hospitality, business, communications or related field.
Preferred/Optional: Master’s degree in related field.
EXPERIENCE
Minimum Required: Five years’ of related work experience, such as working in a healthcare or customer service role. Demonstrated ability to lead projects and work independently, and prioritize multiple tasks. Demonstrated knowledge of Microsoft Office products. Strong written and verbal communication skills.
Preferred/Optional: Experience working in patient experience or patient relations.
CERTIFICATIONS/LICENSES
The following licensure(s), certification(s), registration(s), etc., are required for this position. Licenses with restrictions are subject to review to determine if restrictions are substantially related to the position.
Minimum Required: Certified Patient Experience Professional (CPXP) by the Patient Experience Institute within one year of hire.
Preferred/Optional: Certified Patient Experience Professional (CPXP) by the Patient Experience Institute at time of hire.
Marshfield Clinic Health System is committed to enriching the lives of others through accessible, affordable and compassionate healthcare. Successful applicants will listen, serve and put the needs of patients and customers first.
At Marshfield Clinic Health System, we are fully committed to addressing health equity, diversity and inclusion for our employees and providers, our patients, and the communities we serve. We believe that every individual should have the opportunity to attain their highest level of health. We embrace diversity and welcome differences in who we are and how we think. We believe that any individual or group should feel welcomed, respected and valued. View our Equity and Inclusion Statement here.Exclusion From Federal Programs: Employee may not at any time have been or be excluded from participation in any federally funded program, including Medicare and Medicaid. This is a condition of employment. Employee must immediately notify his/her manager or the Health System’s Compliance Officer if he/she is threatened with exclusion or becomes excluded from any federally funded program.
Marshfield Clinic Health System is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.