Patient Experience Specialist

Everything we do is underscored by a why — and that why is one another.

Location:

Altru Health System
PO Box 6002
Grand Forks, ND 58201

Pay Range: $55,078.40 - $82,617.60

Summary:

The Patient Experience Specialist collaborates with departments and divisions (physicians, operational leaders and front-line staff) in responding to patient concerns and provides a channel through which patients can seek solutions to problems, concerns, and unmet needs in both outpatient and inpatient settings. Serves as a liaison between customers, patients and/or their families and provides insight and information as it relates to service recovery and the complaint management process. Contributes to Patient Centered Care through coordinating and leading Altru's Patient and Family Advisory Council, rounding with patients, assisting in service related projects throughout the health system, and offering qualitative and quantitative feedback to leaders related to patient experience feedback.

Essential Job Functions:

• Conducts rounding with patients and staff. Creates an empathetic connection, completes service recovery (if needed), harvests compliments, manages up, and assesses quality of care.
• Keeps appropriate individuals informed of risks, and follows through on completed cases that may have organizational liability. Educates and coaches staff on communication skills and how to effectively defuse a complaint. Ensures that Leader and staff are involved in patient issues and follow up.
• Coordinates resolution of patient care-related customer concerns and complaints. Tracks and analyzes all documented care-related concerns and complaints. Thoroughly investigates care-related concerns.
• Supports leadership through collaboration on improving the patient experience and maintains compliance in the patient grievance process.
• Coordinates and facilitates the Patient and Family Advisor Council utilizing a patient centered care model.
• Performs other duties as assigned or needed to meet the needs of the department/organization.

Education:

• Required: Associates - Healthcare- OR -Associates - Related Field

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• Preferred: Bachelors - Healthcare

Work Experience:

• Required: A minimum of 6 years Related Experience

Language Requirements:

This position requires proficiency in reading, writing, and speaking English to ensure effective communication in the workplace and with patients, families, and team members.

Physical Demands :

• Sit: Frequently (34-66%)

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• Stand: Occasionally (5-33%)

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• Walk: Occasionally (5-33%)

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• Stoop/Bend: Occasionally (5-33%)

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• Reach: Frequently (34-66%)

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• Crawl: Rarely (1-4%)

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• Squat/Crouch/Kneel: Rarely (1-4%)

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• Twist: Occasionally (5-33%)

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• Handle/Finger/Feel: Continuously (67-100%)

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• See: Continuously (67-100%)

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• Hear: Continuously (67-100%)

Weight Demands:

• Lift -Floor to Waist Level: Sedentary (<10 pounds)

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• Carry: Sedentary (<10 pounds)

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• Push/Pull: Sedentary (<10 pounds)

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• Slide/Transfer: Not Applicable

Working Conditions:

• Indoor: Continuously (67-100%)

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• Outdoor: Not Applicable

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• Extreme Temperature: Not Applicable

Driving Requirement Definitions:

• Professional Drivers: Persons who drive as their main responsibility OR transport passengers or hazardous materials.
• Frequent Drivers: Persons whose main responsibility is not driving, but drive daily or almost daily.
• Occasional Drivers: Persons who drive from once per month to as frequently as once per week.
• Infrequent Drivers: Persons who are generally not expected to drive.

Driving Requirement for this position:

Infrequent Driver

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Reference ID: R7303

Making a real difference. For one another.

To take the best care of our patients and community — including friends, family, and neighbors — we need people who are committed to growth, excellence, and one another.

At Altru, you’ll find a culture where support and teamwork are at the heart of what we do. You’ll have opportunities to advance your skills, work with the latest technologies, experience the fulfillment that comes from giving back, and take your career wherever you want it to go.

Join our team and be a part of a small community with a big heart.

Altru offers a comprehensive benefits package to its full- and part-time employees. Excellent benefits include a health plan and 401(k) retirement plan. Other benefits include a dental plan, vision plan, life and disability insurance, education assistance, paid time off (PTO)