Patient Relations & Service Excellence Specialist in Milford, Massachusetts at Milford Regional Medical Center

Statement of Purpose:
The Patient Relations/Service Excellence Specialist (PR/SES) works directly with various members of the healthcare team, hospital departments, and administration to review and act on concerns that patients and families have. The position acts as a means through which patients can seek solutions to concerns, issues, and unmet customer expectations. The PR/SES manages complaints and grievances while actively seeking resolution to identified problems and concerns of the patient and/or families. The PR/SES also manages the Service Excellence Program which includes collection, review and dissemination of HCAPHS data in accordance with CMS requirements. The PR/SES actively participates on the Engagement and Experience Workgroup and subgroups and works with the Quality & Patient Safety division's leadership to implement service-oriented systems to achieve better health for both the frontline team and patients/families.

The PR/SES also works in conjunction with the Director of Volunteer Services to coordinate the patient representatives. Additionally, the PR/SES supports the Patient Family Advisory Council (PFAC). This position reports to the Director of Quality, Patient Safety & Experience.

Qualifications:
Education: Bachelor’s degree required, preferably in a related field (Healthcare Administration, Business Management) or minimum of three (3) years of relevant experience.

Certification / Licenses: Certified patient experience professional (CPXP) preferred. Certification is expected to be achieved within three years of hire.

Experience:

• Minimum of three years of experience in patient relations, customer service or service excellence field
• Experience managing the life-cycle of customer/patient relations or other formal complaint processes is highly preferred.
• Excellent verbal and written communication, prioritization, organizational and presentation skills with the ability to facilitate effective meetings; able to communicate in a concise, calm manner; ability to prioritize and manage multiple projects, meeting deadlines/schedules
• Ability to work in a team environment; flexibility, adaptability, integrity, and interpersonal skills
• Ability to work in an independent, timely and detailed-oriented manner
• Able to quickly adapt and learn in a complex environment.
• High degree of professionalism, discretion, and confidentiality
• Proficient computer skills: Word, Excel, PowerPoint