LifeCare Home Health - Patient Experience Specialist -LVN Preferred - Full Time - Home Health presso LifeCare Home Health

Patient Experience Specialist   

General Summary: The Patient Experience Specialist works to identify and implement patient experience improvement activities and to ensure an excellent experience of care for patients and families in all care settings. This is accomplished through facilitating coaching and learning interventions to improve patient experience. The Patient Experience Specialist also provides a channel between the patient and the organization through which patients may seek potential solutions to problems and concerns related to the care provided. The Patient Experience Specialist acts as a neutral party in sensitive care concerns and patient experiences by actively listening, instilling trust and confidence, and conveying professionalism to the patient(s), provider(s), or staff member(s) involved. This position partners with patients, leaders, providers, and staff to realize organizational patient experience goals. This Patient Experience Specialist also conducts phone calls to discharged patients at prescribed intervals to assess the need for further care in order to remain safely in the home environment, mitigate the risk of functional decline, and reduce the threat of hospitalization. 

Primary Responsibilities:

1. Serves as a resource for healthcare team members to support patient experience initiatives.  
2. Analyzes and utilizes patient experience quantitative and qualitative feedback and metrics from a variety of sources (patient surveys/comments, focus groups, advisory councils, complaint information, direct observation, manager/staff perspectives) to formulate recommendations for improving metrics and improving the patient experience.  
3. Demonstrates a theoretical foundation in the principles and practices of patient and customer experience to provide educational and coaching opportunities for staff and providers.  
4. Maintains knowledge of patient experience organizational strategy at Lifecare Home Health Family (LCHHF) and its affiliates and best practices in the field of patient experience and patient feedback/input to effectively improve the experience of care for LCHHF patients.  
5. Observes interactions between staff, providers, and patients in a variety of clinical and non-clinical settings and coaches to improve patient-centered and team communication. 
6. Applies evidence-based adult learning principles in development and delivery of educational programs to improve patient outcomes. 
7. Communicates with patients (including those who may be demanding or escalated) who have concerns, complaints, grievances, or general feedback about their care experience to facilitate resolution.  
8. Utilizes a high degree of judgement, prioritization, problem-solving and decision-making to complete a comprehensive review of patient concerns, including activating appropriate level of Service Recovery processes and procedures to increase patient satisfaction.
9. Speaks with patients/families/caregivers to understand their health care experience.
10. Contacts discharged patients at prescribed intervals to assess the need for further care, enabling the patient to remain safely in the home environment, mitigate the risk of functional decline, and reduce the threat of hospitalization.
11. Regular attendance is required to conduct the essential functions of the position.
12. Reviews and meets ongoing competency requirements of the role to maintain the skills, knowledge, and abilities to perform, within scope, role specific functions
13. Embraces and adheres to the company’s mission, vision, and core values.
14. Fosters a culture of integrity, safety, and compliance.
15. Participates in committees and workgroups as needed.
16. Other duties as assigned.

Qualifications:

• Five years of related work experience, such as working in a healthcare or customer service role
• Demonstrated ability to lead projects and work independently and prioritize multiple tasks
• Experience working in patient experience or patient relations
• Demonstrated knowledge of Microsoft Office products 
• Strong written and verbal communication skills
• Excellent organizational skills with attention to detail

Must have exceptional interpersonal and customer service skills; must be able to effectively solve unique problems as they arise or identify when to consult others 

Reporting Relationships:

The incumbent will report to the Chief Clinical and Quality Officer/Chief Compliance Officer while working closely with the Agency Administrators, Directors of Clinical Services, Clinical Managers, Intake Staff, and Account Executives. Will interact with various members of the Support Center staff as needed.

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