Job Details

Patient Experience Specialist

The Patient Experience Specialist supports the implementation and continuous improvement of patient experience strategies and initiatives to provide exceptional experiences. This role partners with leaders and team members to enhance the patient and family experience through education, data analysis and research, improvement initiatives, communication strategy, reward and recognition and patient engagement, working to ensure continued trust in UnityPoint Health.

Why UnityPoint Health? At UnityPoint Health, you matter. We're proud to be recognized as a Top 150 Place to Work in Healthcare by Becker's Healthcare several years in a row for our commitment to our team members. Our competitive Total Rewards program offers benefits options that align with your needs and priorities, no matter what life stage you're in. Here are just a few:

• Expect paid time off, parental leave, 401K matching and an employee recognition program.
• Dental and health insurance, paid holidays, short and long-term disability and more. We even offer pet insurance for your four-legged family members.
• Early access to earned wages with Daily Pay, tuition reimbursement to help further your career and adoption assistance to help you grow your family.

With a collective goal to champion a culture of belonging where everyone feels valued and respected, we honor the ways people are unique and embrace what brings us together. And, we believe equipping you with support and development opportunities is a vital part of delivering an exceptional employment experience. Find a fulfilling career and make a difference with UnityPoint Health.

Responsibilities

Performance Improvement:

• Support departments in developing improvement plans.
• Analyze and develop industry best practices.
• Execute experience mapping activities.
• Develop and lead experience projects for assigned service area in alignment with system objectives.
• Partner with leaders and team members to hardwire patient-centered foundational behaviors.
• Facilitate education focused on patient experience best practices and organizational values.
• Support patient experience improvement initiatives.

Feedback Analysis and Reporting:

• Monitor and interpret data from patient experience surveys, complaints and grievances, and external sources.
• Design and distribute reports and presentations to communicate trends and insights.
• Identify key drivers of experience and analyze industry best practice.

Patient Engagement:

• Engage Patient & Family Advisory Councils (PFACs).
• Elevate the voice of the patient across the organization to inform decision-making and education.
• Participate in quality and patient experience committees.
• Proactively engage patients, families and team members throughout their care experience.
• Escalate concerns to appropriate departments and leaders, facilitating information gathering, investigation, improvement and resolution.

Qualifications

Education: Bachelor's Degree in healthcare administration, social work, nursing, communication or related field required. Master's preferred.

Experience: 2 years in healthcare and/or customer service experience required. 1 year patient experience, patient relations, language services, volunteer services, process improvement or complaint resolution experience preferred.

License/Certifications: Certified Patient Experience Professional in 2 years preferred.

Knowledge, Skills, Abilities, and Other: Excellent interpersonal, verbal and written communication skills with ability to handle sensitive interactions with professionalism, empathy, discretion and executive presence. Strong critical thinking and conflict resolution skills; ability to de-escalate emotional situations. Familiarity with CMS grievance guidelines, DNV standards, HIPAA and patient rights. Competency using electronic health record and patient feedback tools (e.g., Epic, RLDatix, NRC Health, Press Ganey, etc.). Ability to work independently while contributing to a collaborative team environment. Bilingual or multilingual communication skills preferred. Highly organized with attention to detail; comfortable prioritizing and working with deadlines. Ability to establish and maintain effective and collaborative relationships with UnityPoint Health team members, patients and families. Proficient in Microsoft Office programs including Outlook, Word, Excel, PowerPoint and Teams.