Clinical Patient Experience Specialist

SUMMARY:

Coordinates and fosters a culture of patient and family-centered care and service excellence, while improving patient & family experience and patient relations across Tahoe Forest Health System. Serves as the point-of-contact for patients, their families, and members of the community, in the delivery of patient experience services. Develops, implements, and participates in customer service and patient relations initiatives. Uses clinical experience to investigate and assist with the resolution of complaints and grievances. Responsible for the Feedback Event Reporting System.

ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following:

Develops and implements new or revised processes to improve our patient’s experiences based on received patient complaints, staff opinions, external surveys, and questionnaires

Documents and reports organization specific patient and patient representative complaints/grievances to leadership and staff.

Conducts routine departmental and patient rounding.

Develops patient discharge follow up system with key stakeholders.

Maintains consumer’s perception of care and services databases (Press Ganey, HCAHPS, and Provider Transparency Comments). Develops process improvement plans, as appropriate, with key stakeholders. Manages the Transparency Solution/ Press Ganey and the provider database.

Provides accountability, and variance analysis, of Service Excellence Outcomes and Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) findings.

Works with Departmental leaders, and Medical Staff, to improve processes related to patient experience survey results.

Collates positive comments to share with physicians, APPs, and Clinical staff as appropriate.

Develops an individual coaching process to address physician and APP patient satisfaction scores that drop below a certain level.

Mentors leadership, Medical Staff, and staff to achieve a greater patient care experience and improve overall patient care satisfaction scores.

Identifies systems related problems, via event reporting system, and external consumer databases, and, works with leadership, Medical Staff, and key stakeholders to resolve identified problems, improve customer service processes, and quality outcomes.

Improves patient satisfaction, through operationalizing improving access to care and other process improvement opportunities, in conjunction with MSC leadership, physicians, and APPs.

Performs initial complaint/grievance investigations and coordinates in-depth investigations with Departmental leadership and Medical Staff, as appropriate. Resolves complaints on own where indicated.

Composes initial, and follow-up, patient and/or patient representative communication letters, according to the Patient/Family Complaints/Grievances policy (AQPI-1903).

Maintains the feedback event reporting database for all patient complaints, grievances, and billing issues.

Leads the system’s formal grievance committee and convenes the committee for final resolution of grievances.

Prepares and presents summary reports to the Medical Staff Quality Committee, Board Quality Committee, and Board of Directors, as assigned. Creates reports and develops graphical displays for presentations.

Promotes the Patient and Family Centered Care (PFCC) philosophy organizational-wide.

Coordinates Patient and Family Advisory Council (PFAC), and Service Excellence meetings.

Coordinates the Service Recovery program.

Represents the department on appropriate committees as assigned.

Assists with regulatory compliance with Healthcare Facilities Accreditation Program (HFAP), Centers for Medicare & Medicaid Services (CMS) and all other Federal, State and regulatory agencies. Participates in departmental survey preparedness rounding.

Maintains a clean and safe working environment.

Demonstrates System Values in performance and behavior.

Complies with System policies and procedures.

Other duties as may be assigned.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SUPERVISORY RESPONSIBILITIES:

No supervisory responsibilities.

EDUCATION AND EXPERIENCE:

Required: Minimum of five (5) years' clinical experience. Baccalaureate degree required.

Master’s degree preferred.

LICENSES, CERTIFICATIONS:

Required: Current California RN license or commensurate clinical license.

Certified Patient Experience Professional (CPXP) within one year.

Preferred: Green belt lean certification