The Patient Experience Specialist provides service excellence support to all patients, their loved ones, Emergency Department professionals, and support staff creating positive, memorable patient experiences.   They play a key role in contributing to a peaceful healing environment, enhancing communication and connection with patients, families, and staff.  They act as a bridge between patients and Mary Greeley Medical Center, providing support and assistance for patient experience concerns and complaints.  

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Unit-Specific Position Responsibilities Smile and greet patients, families, and visitors with a warm welcome. Proactively communicate with patients, including listening with empathy and intent to understand and providing patients and families with opportunities to ask questions. Interacts with patients, families, visitors, and team members in a positive and supportive manner with sensitivity to cultural differences. Identifies, in collaboration with Emergency Department and Patient Experience leadership, internal and external best practices for patient experience and promotes and disseminates these for the patient experience within the Emergency Department Collaborates with various MGMC departments to ensure the delivery of patient-centered care and a respectful work environment. Performs daily rounds on patients, collecting accurate documentation of confidential and all other pertinent information within the feedback module database used by the department. Responsible for meeting established patient rounding goals. Responds quickly and effectively to identified needs and patient concerns. Instills a customer service culture by emphasizing responsiveness, resourcefulness, follow-through, accuracy, and accountability. Acts as a point of contact for patients and families to ensure concerns are addressed in a timely manner Partners with patients, leaders, providers, and staff to realize organizational patient experience goals. Identify and implement activities to improve the patient experience, such as coaching and learning interventions. Acts as a liaison and resource for patients and families by telephone or in person, addressing questions or concerns. As appropriate, it assists with recognizing, understanding, and reporting patient concerns to the primary nurse and ED nurse manager or director. Utilizes active listening with care and empathy to assist patients in obtaining resolutions. Applies patient experience best practices at each interaction and when handling sensitive or potentially challenging, threatening, and hostile situations. Observes staff in patient interactions. Responsible for best practices in patient experience while supporting the organization in all efforts to partner with patients and families. Performs other duties as requested by the ED Manager or Director to facilitate and maintain smooth and effective patient experience activities of the department.

Qualifications, Knowledge & Experience

Required Qualifications (Including any licensure, certification, education): Three years relevant experience and college degree preferred Strong written and oral communication skills Able to work independently and manage time and workflows in a fast paced and highly confidential environment Excellent organizational skills and attention to detail