Patient Experience Specialist

Department/Unit:

General Administration

Work Shift:

Day (United States of America)

Salary Range:

$65,102.17 - $100,908.37Patient Experience and patient satisfaction focus improves outcomes, decreases readmissions, improves patient loyalty and provider satisfaction. Willingness of families to recommend one's hospital has been shown to improve with strong patient experience programs. Examining the business case of patient experience: a systematic review. 2021. Journal of healthcare management. 66(3):200-225

The Patient Experience Specialist is responsible for guiding, monitoring and modifying the overall approach to the patient and family experience in the Children's Hospital. Provides leadership for the planning, implementation and evaluation of the patient and family experience strategies designed to improve the overall experience of care. Works closely with leaders, operational areas and other stakeholders, including our community to ensure integration of patient experience across the continuum of care in the Children's Hospital. Incorporates the voice of the patient/family into development of new programs. Integrates customer service with other strategic initiatives. Utilizes and analyzes patient survey information and other patient feedback modalities to track and monitor patient satisfaction and identify opportunities for improvement. Oversees service recovery process.

Essential Duties and Responsibilities

• Partnership and Advocacy:
  • Engages the voice of patients, care partners and family members to ensure they are heard
  • Partners with patients, care partners, staff and community to drive improvements in the patient experience
  • Facilitates CH Patient & Family Advisory Council (PFAC) in collaboration with parent/family leads
  • Advocates for patient rights and values, fostering effective communication and trusting relationships between patients, providers and staff
  • Promotes inclusion and equity principles into approach to patients, staff and incorporates into patient experience programming
  • Conducts patient/family rounding to elicit feedback about hospital experience and provides feedback to the teams
  • Collaborates with other disciplines to address immediate concerns where possible
• Measuring the Patient Experience
  • Works collaboratively with Children’s Hospital Leadership Team(s) to formulate and gather patient experience data
  • Analyzes patient experience data and all forms of patient feedback to identify opportunities for improvement initiatives
  • Assists grievance committee and other stakeholders in researching and responding to patient/family complaints
  • Maintains a dashboard with report out to Children’s Hospital committees
• Design & Innovation
  • Drives innovation and change by designing processes that contribute to the patient and family experience for a diverse patient population
• Performance Improvement
  • Continues to expand scope of PFAC
  • Coordinates monthly PFAC meeting and PFAC members attendance at other forums
  • Coordinates recruitment and rotation of PFAC staff and family members including: Sending applications, screening candidates, setting up in-person interviews
  • Incorporates patient experience into multidisciplinary departmental quality improvement
  • Attends relevant meetings and forums where patient experience input is discussed, including but not limited to: QITs, Complex Care, RCAs, Formal and Informal Debriefs, Grievance Committee, etc.

Qualifications

• Bachelor's Degree - required
• Master's Degree - preferred
• Experience in acute care settings preferably a Children’s Hospital
• Experience in a role requiring customer service competency and children’s programming
• Ability to work with minimal supervision
• Excellent communication, organizational and interpersonal skills required
• LCSW- License Clinical Social Worker Upon Hire - preferred
• RN - Registered Nurse - State Licensure and/or Compact State Licensure NYS Licensure and Registration Upon Hire - preferred
• CCLS - Certified Child Life Specialist Upon Hire - preferred
• Certified Patient Experience Professional (CPXP) Upon Hire - preferred

Equivalent combination of relevant education and experience may be substituted as appropriate.

Physical Demands

• Standing - Constantly
• Walking - Constantly
• Sitting - Rarely
• Lifting - Frequently
• Carrying - Frequently
• Pushing - Occasionally
• Pulling - Occasionally
• Climbing - Occasionally
• Balancing - Occasionally
• Stooping - Frequently
• Kneeling - Frequently
• Crouching - Frequently
• Crawling - Occasionally
• Reaching - Frequently
• Handling - Frequently
• Grasping - Frequently
• Feeling - Constantly
• Talking - Constantly
• Hearing - Constantly
• Repetitive Motions - Constantly
• Eye/Hand/Foot Coordination - Constantly

Working Conditions

• Extreme cold - Rarely
• Extreme heat - Rarely
• Humidity - Rarely
• Wet - Rarely
• Noise - Constantly
• Hazards - Frequently
• Temperature Change - Rarely
• Atmospheric Conditions - Rarely
• Vibration - Rarely

Thank you for your interest in Albany Medical Center!

Albany Medical Center is an equal opportunity employer.

This role may require access to information considered sensitive to Albany Medical Center, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that:
Access to information is based on a “need to know” and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Medical Center policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.

Thank you for your interest in Albany Medical Center!​

Albany Medical is an equal opportunity employer.

This role may require access to information considered sensitive to Albany Medical Center, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that:

Access to information is based on a “need to know” and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Med Center policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.