Patient Experience Specialist

Patient Experience Specialist

Licking Memorial Health Systems (LMHS) is a leading, non-profit healthcare organization, passionately dedicated to improving the health and well-being of our community.  With a history dating back to 1898, LMHS remains a cornerstone of healthcare excellence, catering to the evolving needs of Licking County. Our cutting-edge facility provides a comprehensive spectrum of patient care services, from life-saving emergency medicine to the comforting embrace of home healthcare, with a unique range of specialized medical services, including cancer, heart health, maternity, and mental wellness.

When you join the LMHS team, you become a vital part of your local community Hospital.  Working at LMHS is not just a job, it is a unique opportunity to directly impact the health and well-being of your friends, family, and neighbors.  You will be providing care in a place in which you are personally connected, where the impact of your work extends beyond the Hospital doors and into the heart of our community.  Our commitment to diversity, equity, and inclusion ensures that every member of our community is served with respect and compassion.  Join us in our mission – dedicated to patient safety, utilizing state-of-the-art technology, and with a passionate team of highly trained and compassionate individuals who strive to improve the health of the community.

Position Summary

Under the direction of the Vice President Development & Public Relations, provides support as a liaison between patients and staff. This position represents the voice of the individual (patient, family and significant others, visitors, community) while collaborating with leaders and workforce members to ensure we are meeting or exceeding expectations of care.

Responsibilities:

• Promotes a positive hospital image to staff, patients, and community at all times
• Builds and maintains positive relationships with patients and staff by striving to create a culture that proactively focuses on customer service
• Attempts to round on each patient at least once during their stay
• Documents all patient communication and interaction during daily rounds
• Documents patient preferences and/or unique attributes for future areas of focus
• Follows up on all patient requests (culinary, EVS, patient care, facility issues, etc.) in a timely fashion
• Rounds regularly with Culinary and EVS Management
• Recognizes staff, physicians, and/or volunteers that exhibit exemplary customer service
• Immediately discusses patient concerns and/or unsatisfactory conditions with managers or other staff as needed
• Shares and resolves challenges with various peers in a timely manner
• Works with the Patient Experience Project Manager to identify trends and improvement opportunities
• Review Patient Experience data to drive improvement outcomes and service recovery efforts
• Report weekly to Vice President Development & Public Relations
• Report monthly to HCAHPS Steering Committee
• Monthly teleconferences with Press Ganey and CipherHealth
• Co-facilitates annual Patient Experience Week
• Special duties or projects as assigned

Requirements:

• Bachelor's Degree preferred or three years of relevant experience
• Exceptional interpersonal and customer service skills are a must
• Strong computer skills including the ability to learn new technology quickly
• Strong verbal and written communication skills. Must be able to interact professionally with all levels of staff and leaders within the organization, up to and including co-workers, senior leaders (Vice Presidents) and members of the medical staff
• Strong critical thinking skills and the ability to make appropriate decisions quickly
• Dependable and trustworthy, with a capability for dealing with sensitive information in a confidential manner at all times
• Ability to operate telephones, printers, copier, and fax machine
• Familiarity with LMH organizational structure is a plusLMH is accredited by DNV and TJC, and as such, may require specific annual education related to specialty certifications and standards

Licking Memorial Health Systems is an equal opportunity employer and maintains compliance with all state, federal, and local regulations.  Licking Memorial Health Systems does not discriminate against applicants because of race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors protected by law.