Patient Experience Specialist Salary: $39.45 to $47.53 per hour Position Summary The Patient Experience Specialist is a member of the Quality and Risk Management Team and plays a key role in enhancing the patient and family-centered culture at BGH. This self-directed, well-organized professional works collaboratively with staff and physicians to facilitate the effective management of all patient and family feedback, including compliments, suggestions, inquiries, and complaints. By ensuring concerns are handled openly, honestly and with the utmost confidentiality and sensitivity, the specialist bridges gaps between patients, families and health care providers. The role promotes a positive experience and public confidence, ensuring the patient’s voice is heard at the highest level. Through working with Patient and Family Advisors, the specialist leverages engagement to improve the quality of care and builds capacity to recognize potential concerns early. Key Duties Provide central coordination for patients/families reporting compliments and complaints. Receive and acknowledge concerns and direct them to the appropriate person(s). Investigate and respond to patient concerns in collaboration with staff, physicians and volunteers. Coordinate responses to patient-related concerns within established policy timeframes and in compliance with applicable legislation. Provide support and direction to leadership, staff and physicians to resolve patient concerns at the point of service, as appropriate. Design and oversee patient experience implementation and evaluation frameworks to measure patient and family satisfaction. Monitor patient feedback, identify and address actual and potential trends and disseminate concerns and compliments data to the Leadership Team. Use data management skills to generate reports based on results from patients, family and community feedback. Consult on policy and procedure development and implementation. Act as a resource on patient and family-centered care, and patient/family rights and responsibilities for staff and physicians. Provide training to new staff members about the concepts and practice of patient-centered care based on a thorough understanding and compliance with patient and family-centered care practice and research. Function as an educational resource for patients, families and program team members. Ensure patients and families have knowledge of and access to their rights and responsibilities. Requirements Education and Experience Undergraduate degree in a relevant health-related field. Certification in patient relations, change management or quality improvement preferred. Relevant and recent customer relations experience, preferably in a hospital setting. Minimum of 3 years of experience working with patients and families. Demonstrated understanding of Patient and Family Centered Care. Experience creating work/project plans. Prior experience on a related council or committee. Experience in establishing, leading and maintaining positive change. Skills and Abilities Ability to effectively manage time and prioritize work. Ability to deal with multiple complex issues. Strong project management and leadership skills. Strong conflict resolution, facilitation and negotiation skills. Service recovery skills. Ability to easily establish trust. Ability to maintain privacy. Critical thinking skills. Sound judgement and decision-making skills. Ability to coach and mentor others. Statistical analysis skills to interpret patient experience data. Proficiency in Microsoft Office suite of products (MS Word, MS Excel, MS PowerPoint). Ability to work equally effectively both independently and collaboratively. Excellent presentation and written/oral communication skills, and ability to engage a knowledgeable audience. Working knowledge of relevant legislation including the Excellent Care for All Act, Corporate Patient Declaration of Values, Public Hospitals Act, Health Care Consent Act, Substitute Decisions Act, Mental Health Act, Privacy of Health Information Act. #J-18808-Ljbffr