Get to know Summit Pacific Medical Center:

Your trusted partner in Health and Wellness, Summit Pacific is a vibrant and expanding public hospital district that operates a Critical Access Hospital with a Level IV trauma designation, three rural healthcare clinics, and a seven-day-a-week urgent care clinic. Our vision is “Through Summit Care, we will build the healthiest community in the Nation.” Our hospital is unique due to its size and accessibility. We pride ourselves on our ability to give patients quick access to a provider.

• Critical Access Hospital
• 24/7 Emergency Department
• Level II Cardiac Center
• Level III Stroke Center
• Level IV Trauma Care

To learn more about Summit Pacific, visit www.summitpacificmedicalcenter.org

Pay Range (depending on experience):

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Job Summary

The Patient Experience Specialist is charged with promoting and facilitating a culture of service excellence to deliver an exceptional patient, family and visitor experience. Performs a variety of moderately complex administrative and project management duties. Contributes to and promotes a positive work environment, role models Summit Pacific behavior and service standards. 

Job Specific Duties and Responsibilities

*Serves as a champion for the “Summit Experience.” Research best practices and participates in the creation, planning, and implementation of programs, resources/tools, and action plans that drive reliable, high-quality patient and family-centered experiences across the District. *Develops methods, tools, and training to ensure integration of the Summit Experience philosophy and mindset throughout the organization. Leverages existing opportunities, such as NEO and staff huddles to ensure Summit Experience is embedded and hardwired into the culture or the organization. *Monitors patient feedback, satisfaction, and complaint/grievance data to identify trends, opportunities for improvement, and successes. Collects data, tracks and reports on patient experience measures and program outcomes. *Assists in the development and implementation of Summit Pacific’s reputation management program. *Facilitates processing and resolution of patient complaints and grievances. Ensures issues are researched, responded to, and resolved by appropriate leaders in a timely and effective manner. Appropriately refers issues to Quality/Risk when appropriate. *Performs regular rounding with staff, patients, and family members/visitors and documents feedback.  Facilitates service enhancement and/or initiates service recovery in-the-moment, when needed. *Oversees the Summit Pacific Policy Committee and serves as an administrative expert in optimizing and maintaining the policies database and related practices and controls. *Serves as a subject matter expert and resource. Mentors individuals and departments on interpersonal skills, service standards and delivery, and service recovery. Assists department leaders in developing solutions and action plans to achieve excellence in customer service. Assists with customer service related training.  *Organizes and/or facilitates patient experience related meetings and committees. Performs special projects and other related duties as assigned.

*Essential Job Function

Staff Member Responsibilities

*Adapts to changes in the work environment:  Asks clarifying questions and/or provides constructive input in a helpful and respectful manner. SENIOR: Demonstrates flexibility. *Builds and maintains working relationships: Maintains effective working relationships with supervisor and direct co-workers. SENIOR: Builds and maintains relationships across the organization. *Creates positive experiences for patients, customers and, co-workers: Consistently provides a level of service that meets SPMC standards. SENIOR: Anticipates others’ needs and responds proactively; goes above-and-beyond to provide exceptional service. *Demonstrates ongoing learning & development: Participates in ongoing skills training and competency development. SENIOR: Assists in training others. *Exhibits effective work skills: Successfully performs job duties in accordance with SPMC expectations for quality/accuracy, quantity, and timeliness. Re-priorities and/or shifts focus as needed to deliver expected results. Demonstrates initiative; successfully performs advanced job duties. Monitors workload and effectively prioritizes tasks to achieve desired results. *Facilitates Teamwork: Actively engages in team activities. Welcomes and supports new team members; promotes a positive work environment.  SENIOR:  Meets team deadlines and responsibilities. Helps orient and acclimate new team members.  *Fosters an environment of trust: Treats others with courtesy and respect. Does not engage in gossip or triangulation.  SENIOR: Is respectful and courteous in difficult situations. Redirects those who engage in behavior that undermines trust. *Supports SP mission, vision, and values: Develops awareness of departmental contribution to mission, vision and strategy. Participates in department strategies and tactics.  SENIOR: Provides thoughtful and constructive input for strategic planning. Takes initiative to execute tactics.

Organizational Responsibilities

In addition to the duties and responsibilities listed above, all employees are expected to adhere to Summit Pacific behavior and patient experience standards, comply with policies, procedures, and regulatory guidelines; and act in an ethical, professional, respectful, and collaborative manner.

Required Education and Experience

• Associate degree in with coursework in Hospitality, Business, or Psychology; or equivalent combination of education and training. Bachelor’s degree preferred.
• Two (2) years of directly related work experience in a patient care or hospitality environment.

Required Licenses, Certifications and/or Registrations

Certified Patient Experience Professional certification (CPXP) preferred.

Required Knowledge, Skills, Abilities

Ability to create and maintain a positive environment and work effectively with patients, family/visitors, and staff. Demonstrated ability to role model behavior and service standards; ability to mentor and train others to effectively perform in accordance with these standards. Familiarity with patient experience standards, processes, tools, and measures. Ability to work independently to research, learn and effectively deploy new concepts, processes, and tools. Ability to maintain composure and present in a confident, professional, and approachable manner. Ability to appropriately manage situations while maintaining privacy and confidentiality and ensuring the dignity of the patient/customer is maintained at all times. Ability to deescalate and manage difficult customer interactions. Skilled at listening, empathizing, and negotiating conflicts. Strong attention to detail; commitment to excellence and strong planning and organizational skills; ability to use time efficiently and prioritize and coordinate tasks effectively. Intermediate administrative and computer skills. Ability to learn and effectively use computer and software applications as needed to perform job duties. Ability to work independently and exercise good judgement to perform moderately complex, highly visible, project-oriented assignments.

Physical Requirements:

Work Shift:

Working Location:

Benefits:

Our uniquely designed benefits are here to support you and your family in staying well, growing professionally and achieving financial security!

We take care of you, so you can focus on delivering our mission of caring for everyone, especially the most vulnerable in our communities.

Benefits offered by SPMC:

• Competitive Compensation
• Medical
• Prescription
• Dental (including Orthodontia)
• Vision
• Healthcare FSA and daycare FSA
• Daycare subsidized benefit
• Life Insurance
• Accidental Death and Dismemberment (AD&D)
• Short- and long-term disability
• Generous employer 403b match contributions for retirement
• 457 retirement account for additional funds
• Employee Assistance Program (EAP)
• Tuition reimbursement
• Smoking Cessation Assistance
• Employee Wellness Program
• Employee Committees to participate in such as Spirit Team
• Beautiful on-site gym for employees
• Instructor led fitness classes for employees, including Yoga, Kettlebells and Bootcamps
• Walking trails on site

Additional Information:

• Summit Pacific is a vibrant and expanding nonprofit public hospital district serving east Grays Harbor County, Washington. Founded in 1982, Summit Pacific now operates three locations comprised of a critical access hospital, primary care clinics, an urgent care clinic and range of ancillary and specialty services.
• Far enough to have privacy and enjoy the small-town lifestyle, yet close enough to have the benefits of the city. There are many year-round recreational activities in and around Grays Harbor such as:
• Hiking/ walking trails – whether you’re looking for short easy walking trails or long hikes you can find many trails located either on site or just miles from Summit Pacific. There are many great hiking trails about an hour away at the Quinault Rainforest which is also the home of some of the largest trees in the world!
• Kayaking – There are many areas that are easily accessible and have beautiful views.
• Nature viewing – Multiple whale watching towers and tours, state parks, Olympic Game Farm (where you can feed the animals straight from your car)
• Fishing & Hunting – If you’re looking for areas to hunt/ fish or looking for guided tours this is a great area! Westport is just 42 miles away with many opportunities to catch or buy fresh fish off the docks!
• Other activities – Multiple museums, winery, arcades, rentable mopeds, Seabrook (vacation beach town), many areas to surf for experienced surfers and surfing lessons for those who want to learn.
• Nearby colleges – Grays Harbor College is a community college located in Aberdeen with other community colleges located in surrounding areas, as well as some state colleges and universities in other areas of WA state.

Summit Pacific Medical Center is an equal opportunity provider and employer that is committed to a policy of non-discrimination on the basis of race, sex, age, religion, color, national origin, ancestry, disability, marital status, arrest and court record, sexual orientation, and status as a covered veteran. This policy covers admission and access to, and participation in, treatment and employment in the hospital’s programs, activities, services, and employment.

This organization participates in E-Verify. E-Verify is a service that verifies authorization to work in the U.S. through the U.S. Department of Homeland Security (DHS) and the U.S. Department of Social Security (SSA). For further information on E-Verify contact DHS at 1-888-464-4218.