Patient & Customer Experience Specialist

Overview

This role supports multiple departments to deliver an exceptional patient and customer experience within a healthcare setting. It emphasizes fostering and sustaining relationships with key stakeholders to reinforce a culture centered on patient and family care, hospitality, and meaningful engagement.

Key Responsibilities

• Exemplify the organizational values and culture of C.A.R.E., putting patients at the core of all interactions.
• Maintain consistent communication with patients, their families, and internal teams.
• Assist in the creation, execution, and assessment of programs focused on enhancing patient and customer experience.
• Collect and organize key data to support preparation of presentations, documentation, and reports.
• Understand and analyze patient experience feedback, performance metrics, and data interpretation.
• Work collaboratively with site leadership to advance the patient experience strategic initiatives.
• Engage in improvement activities related to patient/customer experience, including logistical support for meetings and events.
• Coordinate training programs that aim to strengthen team member involvement in a patient-centered experience culture.
• Offer emotional support to patients, families, visitors, and staff through various interactions such as rounding and phone communication.
• Manage service recovery efforts, oversee complaint and concern handling per policy, and escalate issues to leadership when necessary.
• Operate with general supervision, managing diverse assignments with some independent decision-making.
• Perform additional related duties as required, aligning with essential function guidelines under the Americans with Disabilities Act.

Qualifications

• A Bachelor's degree or an equivalent combination of education and relevant experience is required.
• Between 1 to 3 years of pertinent professional experience is necessary for this position.

Compensation Details

The listed salary range or hourly rate represents a preliminary estimate of potential baseline compensation for the successful candidate and may be subject to change. Salary determination factors include location, specialty, years of experience, education, credentials, contracts, budget, and internal equity considerations.