Care Experience Specialist #1039279
Job Description:       
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 our 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 us.
• Maintains effective communication channels to ensure timely completion and coordination of projects within the Care Experience area and throughout us.
• Performs other related duties as required.

 
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 scope 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 our 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.

 
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.

 
Additional Info:
 
At FastTek Global, Our Purpose is Our People and Our Planet. We come to work each day and are reminded we are helping people find their success stories. Also, Doing the right thing is our mantra.  We act responsibly, give back to the communities we serve and have a little fun along the way.
We have been doing this with pride, dedication and plain, old-fashioned hard work for 24 years!
FastTek Global is financially strong, privately held company that is 100% consultant and client focused.
We've differentiated ourselves by being fast, flexible, creative and honest. Throw out everything you've heard, seen, or felt about every other IT Consulting company. We do unique things and we do them for Fortune 10, Fortune 500, and technology start-up companies.
Our benefits are second to none and thanks to our flexible benefit options you can choose the benefits you need or want, options include:
 

• Medical and Dental (FastTek pays majority of the medical program)
• Vision
• Personal Time Off (PTO) Program
• Long Term Disability (100% paid)
• Life Insurance (100% paid)
• 401(k) with immediate vesting and 3% (of salary) dollar-for-dollar match

 
Plus, we have a lucrative employee referral program and an employee recognition culture.
FastTek Global was named one of the Top Work Places in Michigan by the Detroit Free Press in 2013, 2014, 2015, 2016, 2017, 2018, 2019, 2020, 2021, 2022, and 2023!
To view all of our open positions go to: https://www.fasttek.com/fastswitch/findwork
Follow us on Twitter: https://twitter.com/fasttekglobal
Follow us on Instagram: https://www.instagram.com/fasttekglobal
Find us on LinkedIn: https://www.linkedin.com/company/fasttek
You can become a fan of FastTek on Facebook: https://www.facebook.com/fasttekglobal/
 
AI & Hiring Disclosure
We use AI tools to support parts of our hiring process, such as reviewing applications and identifying potential matches. These tools are designed to promote efficiency, consistency, and fairness, and they are always used under human oversight.
All personal data collected is used solely for recruitment purposes, and you have the right to know, access, or request deletion of your data at any time, subject to legal limits.
If AI will be used in a video interview, you'll be informed in advance and asked for your consent, with the option to opt out.
Our tools are regularly reviewed to detect potential bias and to ensure compliance with all applicable laws and our commitment to inclusive hiring.
To learn more or exercise your rights, please contact us at info@fasttek.com.