Care Experience Specialist

Schedule Notes:
Candidates will assist the team responsible for handling patient grievances and complaints. Responsibilities include answering incoming calls, collecting all required information, and entering cases into the Genesys Cloud system before forwarding them to the permanent team for resolution.

The HF team currently consists of five employees who handle an average of 100 calls per day, with an average call time of 2025 minutes. Strong attention to detail and excellent communication skills are essential for this role.

This position is fully remote; however, candidates must be local to pick up equipment. The client will provide a laptop, Meraki box, and headset. A minimum internet speed of 20 Mbps for both upload and download is required to support program requirements. Please consider additional users on the same network, as this may reduce speeds and require a higher base internet speed to effectively run required programs.

Required Qualifications:
High School Diploma or GED required (Bachelors degree preferred). Minimum of 3 years of experience in a similar high call-volume, customer service role. Strong attention to detail is required. Highly outgoing candidates will be a strong fit for this position.

Duties:
Through effective interventions, the Care Experience Specialist (CXS) serves as the first resource for a patient, family, or consumer concern or inquiry. They identify, investigate, and mitigate point-of-care concerns from escalating to grievances which may result in review by regulatory agencies. The CXS collaborates with multidisciplinary teams to reduce and prevent adverse experience outcomes, thereby minimizing the risk of increased suffering to patients and families.

Principle duties and responsibilities:
Leads an investigation of concerns or perceived service failures brought forth by patients and families which are received by phone, email, public submission, contact us forms, MyChart, etc.
Communicates and collaborates with Care Experience Consultant, local teams and/or leadership to resolve service concerns. Ensures all aspects of regulatory compliance are met and closes cases once complete. For service lines, clinics, and business units, independently assists and mentors managers with complaint event investigations.
Apprises leadership of any compromising events with the potential for regulatory review, legal or patient safety implications, and/or negative publicity.
Participates in self-education related to Exceptional Patient Experience, Patient-Centered Care, and Patient Rights and Responsibilities with Press Ganey, The Joint Commission, CMS, and other regulatory agencies. Keeps abreast of trends and best practices in healthcare experience, quality, patient safety, and reputation management.
Ability to listen to patient and family concerns objectively and without bias.
Represents Client Health values while investigating service concerns resulting in effective resolutions.
Responds to, investigates, and triages all calls, public submissions, contact us forms, emails, etc. related to compliments, comments/suggestions, complaints, and grievances.
Uses RL to accurately document all comments/suggestions, compliments, complaints, and grievances.
Utilizes feedback management system (RL6) for case documentation and triaging grievances to Care Experience Consultants.
Provides service recovery at the point of care.
Works collaboratively with clinical and nonclinical leaders to resolve complaints and grievances according to organizational policy and within regulatory guidelines.
Triages service concerns according to highest priority.
Escalates, as appropriate, risk issues to Care Experience Consultant and Quality/Risk teams.
Tracks and trends service concerns to identify opportunities for improvement resulting in recommendations to management/leadership.
Utilizes electronic medical record (EPIC) to access patient records with the highest expectation of privacy and confidentiality.
Supports and trains other staff members to ensure that the work product supports the organizations strategies.
Identifies creative solutions to exceed customer expectations, creating loyal customers and positive endorsements.
Engages in continuous learning of best practices and completes required annual education, including department-specific requirements.
Makes appropriate recommendations for process improvements that reduce waste and/or improve efficiencies on behalf of consumer satisfaction.
Ensures that patients, their families, visitors, customers, and employees are treated with kindness and respect. Demonstrates teamwork and integrity in all work-related activities.
Communicates with internal and external physicians, patients, employees, and guests regarding problems encountered within Client Health.
Maintains effective communication channels to ensure timely completion and coordination of projects within the Care Experience area and throughout Client Health.
Performs other related duties as required.

Education:
Engages in continuous study of the entire professional field, including best practices, to maintain the professional competence, knowledge, and skills necessary for the satisfactory performance of all assigned responsibilities. Completes required continuous training and education, including department-specific requirements. Bachelors degree or 13 years equivalent experience in direct intervention and management of consumer and team member events related to customer experience, risk, and safety preferred. Multidisciplinary process improvement experience as a team leader or project facilitator preferred.

Skills:
Commitment to service excellence.
Excellent verbal and written communication skills to effectively communicate with diverse populations, both internally and externally.
Demonstrates critical thinking skills, with the ability to guide clinical leaders to opportunities for process improvement.
Excellent interpersonal, diplomatic, negotiation, and customer service skills with an ability to deal with conflict and people who are upset, and to provide a calming influence in difficult situations.
Communicates, manages, and supports decision-making using information technology.
Independently manages simultaneous assignments with potentially conflicting priorities and deadlines.
Flexible and functions effectively within a team-based environment.
Analytically interprets policies, procedures, and regulations for application to system experience, quality, risk, and safety issues.
Identifies psychosocial factors influencing the patient and family that may impact the experience and resolution of concerns.
Links patient and family to additional resources within our product as appropriate.
Computer skills including knowledge of Microsoft Word, Microsoft Excel, Microsoft PowerPoint, electronic mail, and internet navigation software.

Certifications/licensures required:
Must meet or exceed core customer service responsibilities, standards, and behaviors as outlined in the Client Customer Service Policy and summarized below: Communication, Ownership, Understanding, Motivation, Sensitivity, Excellence, Teamwork, Respect. Must practice the customer skills as provided through ongoing training and in-services.

Must possess the following personal qualities:
Be self-directed.
Be flexible and committed to the team concept.
Demonstrate teamwork, initiative, and willingness to learn.
Be open to new learning experiences.
Accept and respect diversity without judgment.
Demonstrate customer service values..

City: Detroit

Hours Per Week: 40.00
Hours Per Day: 8.00
Days Per Week: 5.00