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Job Requirements of Care Experience Specialist:
-
Employment Type:
Contractor
-
Location:
Detroit, MI (Onsite)
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Care Experience Specialist
Careers Integrated Resources Inc
Detroit, MI (Onsite)
Contractor
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, My Chart, 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 health care experience, quality, patient safety, and reputation management.
Ability to listen to patient and family concerns objectively and without bias.
Represent Client Health values while investigating service concerns resulting in effective resolutions.
Respond, investigate, and triage all calls, public submissions, contact us forms, emails, etc. related to compliments, comments/suggestions, complaints, and grievances.
Use RL to accurately document all comment/suggestions, compliments, complaints, and grievances.
Utilize feedback management system (RL6) for case documentation and triaging grievances to Care Experience Consultants.
Provide service recovery at the point of care.
Work collaboratively with clinical and nonclinical leaders to resolve complaints and grievances according to organizational policy and within regulatory guidelines.
Triage service concerns according to highest priority.
Escalate, as appropriate, risk issues to Care Experience Consultant and Quality/Risk teams.
Track and trend service concerns to identify opportunities for improvement resulting in recommendations to management/leadership.
Utilize 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 organization s strategies.
Identify 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.
Make 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.
Bachelor s degree or 1-3 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, to provide a calming influence in difficult situations.
Communicate, manage, and support decision making using information technology.
Independently manage simultaneous assignments with potentially conflicting priorities and deadlines.
Be flexible and function effectively within a team-based environment.
Analytically interpret policies, procedures, and regulations for application to system experience, quality, risk, and safety issues.
Identify psychosocial factors influencing the patient and family that may impact the experience and resolution of concerns.
Link patient and family to additional resources within our Product and 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 on-going 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
Accepts and respects diversity without judgment
Demonstrates customer service values
PHYSICAL DEMANDS/WORKING CONDITIONS:
Normal office environment with minimal exposure to noise, dust, or extreme temperatures.
City: Detroit
Schedule:
Start Date: 11/03/2025
End Date: 01/31/2026
Schedule Notes: Candidates will be assisting the team that handles patient grievances and complaints. Workers will be responsible for taking incoming phone calls, gathering all required information, and entering the case into the Genesys Cloud system prior to passing the case off to the permanent team for resolution. The HF team currently consists of 5 employees who recieve an average of 100 calls per day with a 20-25 minute average call time. Attention to detail and communication skills will be crucial for this placement. Position is fully remote but candidates will be required to be local to pick up equipment. Client will provide a laptop, Meraki box, and headset. Minimum internet network requirement is 20MBS upload and download to support base program requirements. Please take into account if others will be using the same network as this will slow down speeds and require a faster base speed to be able to run the required programs. Required: High School Diploma or GED (Bachelors preferred), Minimum 3 years experience in a similar role with high call volume and customer service skill, Attention to detail. Candidates that are highly outgoing will be a good fit for this position. Manager will likely be reaching out to candidates directly to interview - please make sure they are aware.
Hours Per Week: 40.00
Hours Per Day: 8.00
Days Per Week: 5.00
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, My Chart, 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 health care experience, quality, patient safety, and reputation management.
Ability to listen to patient and family concerns objectively and without bias.
Represent Client Health values while investigating service concerns resulting in effective resolutions.
Respond, investigate, and triage all calls, public submissions, contact us forms, emails, etc. related to compliments, comments/suggestions, complaints, and grievances.
Use RL to accurately document all comment/suggestions, compliments, complaints, and grievances.
Utilize feedback management system (RL6) for case documentation and triaging grievances to Care Experience Consultants.
Provide service recovery at the point of care.
Work collaboratively with clinical and nonclinical leaders to resolve complaints and grievances according to organizational policy and within regulatory guidelines.
Triage service concerns according to highest priority.
Escalate, as appropriate, risk issues to Care Experience Consultant and Quality/Risk teams.
Track and trend service concerns to identify opportunities for improvement resulting in recommendations to management/leadership.
Utilize 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 organization s strategies.
Identify 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.
Make 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.
Bachelor s degree or 1-3 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, to provide a calming influence in difficult situations.
Communicate, manage, and support decision making using information technology.
Independently manage simultaneous assignments with potentially conflicting priorities and deadlines.
Be flexible and function effectively within a team-based environment.
Analytically interpret policies, procedures, and regulations for application to system experience, quality, risk, and safety issues.
Identify psychosocial factors influencing the patient and family that may impact the experience and resolution of concerns.
Link patient and family to additional resources within our Product and 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 on-going 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
Accepts and respects diversity without judgment
Demonstrates customer service values
PHYSICAL DEMANDS/WORKING CONDITIONS:
Normal office environment with minimal exposure to noise, dust, or extreme temperatures.
City: Detroit
Schedule:
Start Date: 11/03/2025
End Date: 01/31/2026
Schedule Notes: Candidates will be assisting the team that handles patient grievances and complaints. Workers will be responsible for taking incoming phone calls, gathering all required information, and entering the case into the Genesys Cloud system prior to passing the case off to the permanent team for resolution. The HF team currently consists of 5 employees who recieve an average of 100 calls per day with a 20-25 minute average call time. Attention to detail and communication skills will be crucial for this placement. Position is fully remote but candidates will be required to be local to pick up equipment. Client will provide a laptop, Meraki box, and headset. Minimum internet network requirement is 20MBS upload and download to support base program requirements. Please take into account if others will be using the same network as this will slow down speeds and require a faster base speed to be able to run the required programs. Required: High School Diploma or GED (Bachelors preferred), Minimum 3 years experience in a similar role with high call volume and customer service skill, Attention to detail. Candidates that are highly outgoing will be a good fit for this position. Manager will likely be reaching out to candidates directly to interview - please make sure they are aware.
Hours Per Week: 40.00
Hours Per Day: 8.00
Days Per Week: 5.00
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