Patient Experience Specialist
Patient Experience Specialist
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Salary Not Disclosed
1 Vacancy
Job Description
This position is part of an Enterprise team whose main role is to intake patient concerns either on the phone line or in person. They will then review the information with practice leadership and respond to the patient to reach resolution of the position will also take part in team projects and meetings.
The Patient Experience Specialist collaborates with departments and divisions (physicians operational leaders and frontline staff) in responding to patient concerns that are received via letter website comment card inperson or telephone. Serves as a liaison between customers patients and/or their families and Mayo Clinic (i.e. support clinical departments and administration) and provides insight and information as it relates to service recovery and complaint management processes. Provides a specific channel through which patients can seek solutions to problems concerns and unmet needs in both outpatient and inpatient settings. These concerns are frequently emotionally charged and complex in nature requiring investigative work on the part of the Patient Experience Specialist. The emotionally charged nature of this work requires empathic and relationshipcentered communications with patients and families including facetoface meetings phone calls and letter correspondence.
As followup to the initial intake from patients and families there is investigative work to research patient complaints professional correspondence with Mayo Physician and Administrative leadership resolution coordination and professionallevel documentation summarizing the case and resolution within the Midas database. This work requires an understanding of associated regulatory and legal requirements and proficiency with all patientrelated electronic medical record applications. In addition requires broad organizational awareness to perform quality analysis and research of patient complaints. May be assigned to help create complaint data reports and share metrics which may include complaint and other quantitative/qualitative data. May assist with service recovery training. May assists in a service role through institutional projects as directed and approved by the Patient Experience Manager.
** Visa sponsorship is not available for this position; Also Mayo Clinic DOES NOT participate in the F1 STEM OPT extension program**
During the selection process you may participate in an OnDemand (prerecorded) interview that you can complete at your convenience. During the OnDemand interview a question will appear on your screen and you will have time to consider each question before responding. You will have the opportunity to rerecord your answer to each question Mayo Clinic will only see the final recording. The complete interview will be reviewed by a Mayo Clinic staff member and you will be notified of next steps. We value your interest in the role and look forward to hearing back from you.
Qualifications
Bachelors degree required plus two years of experience in healthcare or related fields.
Must gain indepth knowledge of the Mayo Clinic Enterprise and its operations. Requires strong written communication skills and relationshipcentered care or interpersonal skills: listening speaking rapport building empathy conflict resolution/negotiation complaint management facilitation and problem solving and crisis intervention. Demonstrated successful collaboration and teamwork with colleagues within the work area and at all levels of an organization. Able to tolerate an ambiguous fastpaced demanding and constantly changing work environment while maintaining strong critical thinking communication and organizational skills. Must be able to analyze information and data and have knowledge of computer tools. May require proficiency in the use of: MICS Health Quest EMR Midas Plus and Internet/Intranet. Confidentiality professionalism and problem solving are essential. A good listener exhibit empathy critical thinking and problem solving skills
Preferred Qualifications
Approachable compassionate organized good communicator
Required Experience:
Unclear Seniority
Employment Type
Full-Time
