Lone Star Circle of Care

  • Customer Service/Patient Experience Specialist (Georgetown)

    Job Locations US-TX-Georgetown
    Posted Date 1 month ago(10/29/2018 10:53 AM)
    # of Openings
    1
    Category
    Administrative/Corporate Support
  • Overview

    Responsible for providing evaluation of the sentiments of our patients in a variety of ways to accomplish LSCC's mission of a patient-centered health care home that provides accountable care for all patients. The Customer Service/Patient Experience Specialist provides full project management of the survey process for the Press Ganey contracted survey process. This role provides reporting, analysis and strategic direction both at the organizational and at the clinic level and makes recommendations based on the individual area's performance. This requires strong collaboration across all levels of LSCC and analytical skills.

     

    Responsibilities

    Communication:

    • Serves as primary resource providing guidance, direction and training of customer service skills and organizational expectations
    • Reviews, interprets, utilizes and presents data to administration, department heads and managers
    • Provides patient satisfaction performance updates tailored for the Quality team
    • Corresponds with patients regarding complaints and coordinates with service lines to provide resolution
    • Communicates appropriately using good interpersonal skills
    • Serves, manages and supports internal and external customers
    • Facilitates the development of patient communication materials; including registration and consent forms, special notices, and informational and education brochures
    • Facilitates performance improvement teams

     

    Data Management:

    • Compiles, edits and interprets results using a variety of techniques, ranging from simple data aggregation via statistical analysis to complex data mining.
    • Reports on complex issues relating to patient experience services.
    • Track, trend and compare results
    • Identifies best practices correlating actions with results
    • Manages the collection, reporting and dissemination of patient satisfaction surveys
    • Manages the entire survey process; including survey modifications and customizations
    • Collaborates with IT to obtain and provide patient data for surveying and works with IT to resolve technical problems related to data
    • All other duties as assigned and as required  

     

    AIDET-LOC:

    • Staff Members and Directors shall deal with patients, providers, colleagues, and other internal and external LSCC contacts honestly, professionally and with empathy, following the principles of AIDET (Skill at a Glance) and the Language of Caring Overview (Staff). Staff Members and Directors shall demonstrate honesty and integrity in all LSCC business activities and work scheduling
    • Following the principles of AIDET and Language of Caring, Staff Members and Directors are expected to treat one another with respect and courtesy, understanding that each Staff Member and Director has special talents and capabilities necessary to fulfill LSCC’s Mission, Vision, and Values.
      • Principles of AIDET (Acknowledge, Introduction, Duration, Explanation and Thank You) at all times with patients, colleagues, visitors and leadership
    • The Language of Caring skills are versatile life skills that enhance communication and strengthen relationships that apply to all of us, whether we serve patients and families directly, or we serve the people who do—our internal customers.

    Qualifications

    REQUIRED EXPERIENCE, EDUCATION, AND LICENSE:

    • Bachelor’s degree in Healthcare administration or related program
    • Experience in data management and interpretation of patient experience survey results
    • Strong analytical skills

    PREFERRED EXPERIENCE, EDUCATION, AND LICENSE

    • Previous healthcare, business or strategic experience
    • Proficiency with MS Office Suite (Word, Excel, and Outlook)
    • Excellent computer skills and the ability to learn new computer programs efficiently
    • Bilingual English/Spanish language skills are a definite plus

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