Patient Experience Job Description
Patient experience
provides patient information in compliance with The Health Insurance Portability and Accountability Act (HIPAA) requirements and organizational privacy policies.
Patient Experience Duties & Responsibilities
To write an effective patient experience job description, begin by listing detailed duties, responsibilities and expectations. We have included patient experience job description templates that you can modify and use.
Sample responsibilities for this position include:
Educates managers, employees and physicians in the philosophy and techniques of patient experience improvement
Assist with check in process
Perform lobby rounding to ensure patients are kept aware of their wait time expectations
Oversee the daily activities of the front desk and lobby area
Assist with patient requests and wayfinding at the Guest Services Desk
Assist in special projects related to nurse coaching and celebration events
Assist in special projects related to patient care
Oversee the daily activities of the front desk and lobby areas
Greet patients upon arrival, and navigate patient flow
Encourage and assist with patient enrollment in the Patient Portal
Patient Experience Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Patient Experience
List any licenses or certifications required by the position: CPR, CNA, CHT, BONENT, GOLD, CPXP, WHIMIS, FST, NAHAM, HFMA
Education for Patient Experience
Typically a job would require a certain level of education.
Employers hiring for the patient experience job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Education, Hospitality, Healthcare, Nursing, Business, Business/Administration, Health Care, Management, Healthcare Administration, Communication
Skills for Patient Experience
Desired skills for patient experience include:
Fair Debt Collection Practices Act
HIPAA other State and Federal regulations pertaining to health insurance statutes
PHI
Medical terminology
Adult learning methods
Clinical and nonclinical acute hospital operations and continuum of care pre/post-acute services
How to best integrate with clinical care
Patient Experience best practices
CMS CAHPS requirements
Statistical concepts
Desired experience for patient experience includes:
Tracks and trends patient/visitor service concerns
Conducts regular accountability and variance analysis of patient experience outcomes
Minimum 2 years of experience with Neurology therapeutic area (Epilepsy and Parkinson’s preferred)
Ability to work well with all levels of employees and to influence activities in related departments
A minimum of 3-5 years patient access, hotel, restaurant, retail, or customer service experience preferred
Empowerment to make decisions on their own to help a customer
Patient Experience Examples
1
Patient Experience Job Description
Job Description Example
Our company is growing rapidly and is looking for a patient experience. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for patient experience
- Consistently provide patient flow updates to PTAC leadership
- Assists in resolving real-time patient concerns
- What customers think is true
- Give the customer the opportunity to tell you what they think in many ways at different stages in the visit
- Interview incoming patients, his/her relatives, or other responsible individuals to obtain identifying and biographical information with insurance and financial information as needed
- Coach other employees with customer service opportunities
- Coordinate and schedule appointments, accurately collect information and perform on-boarding activities for new patients on a daily basis
- Knowledge of clinical and nonclinical acute hospital operations and continuum of care (connected care) pre/post-acute services
- Excellent communication skills (verbal and written) with a proven track record of effectively presenting information to all levels of the organization, including senior executives
- Flexibility and adaptability to change, with ability to function in a highly independent manner due to remote location from central headquarters
Qualifications for patient experience
- Minimum of five (5) years related experience (consulting, education, organization development), required
- Strong consultation, relationship building and project management skills, required
- Strong interpersonal (oral and written) skills, facilitation skills, coaching and mentoring skills, and presentation skills
- Demonstrate experience in leading by influence
- Must exemplify key leadership attributes
- Demonstrate ability to determine key business issues and develop appropriate action plans for multidisciplinary perspectives
2
Patient Experience Job Description
Job Description Example
Our innovative and growing company is hiring for a patient experience. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for patient experience
- Strong consultant skillset, with the ability to influence all levels in the organization
- Collaborates with internal and external stake holders to design and implement training related to the patient experience
- Provide direction for clinical and administrative managers to transform disparate departments into a consistent high service, patient focused practice
- Work to develop key metrics and reporting tools to track and measure the patient experience and improve overall performance
- The Patient Experience Specialist serves as the first point of contact for visitors who enter the facilities and is responsible for all aspects of customer service for Patient Access/Patient Accounts areas in a manner that ensures a customer focused, quality conscious work climate
- Assist in resolving real-time patient concerns
- Works with leaders to ensure a thorough review process so findings are complete and according to regulatory standard
- Develops educational goals that are congruent with the organization and Patient Experiences mission, philosophy, and strategic direction
- Designs and implements educational programs that incorporate patient feedback and are based on evidence and support excellence in patient centered care
- Evaluates and enhances programs based on feedback
Qualifications for patient experience
- Understanding of business process improvement and the tools and data requirements for supporting an effective business process improvement practice
- Demonstrate ability to conduct and interpret quantitative/qualitative analysis
- Strong process orientation, efficiency, collaboration, candor, openness and results orientation
- User knowledge of relevant computer systems/applications
- Ability to research, summarize and communicate to the public, both verbally and in writing
- Polished facilitation and presentation skills
3
Patient Experience Job Description
Job Description Example
Our growing company is looking to fill the role of patient experience. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for patient experience
- Works collaboratively with clinical leadership to identify learning needs and provide learning opportunities to facilitate change and performance improvement
- Roles models service standards in actions and communications with patients, families, and other disciplines
- Provide feedback and build a culture of promoting peer review
- Inspire and coach others to design and deliver the perfect experience to patients
- Trends, monitors, drills down, and analyzes findings to determine areas of opportunity and provides a summary of those findings
- Consults with internal and external customers on data quality issues
- Prepares visually attractive, accurate, timely reports, documents, and presentations utilizing appropriate software applications.Prepares information that can be distributed throughout the Medical Center staff using various methods (emails, newsletters, meetings, memos, presentations)
- Advocate to resolve patient issues
- Ensure industry standards are met, and satisfaction scores are on target
- Ensures effective communication with patient and family regarding expectations and services provided
Qualifications for patient experience
- Accountable leadership for implementing operational goals using evidenced based practice
- Ability to communicate effectively horizontally and vertically across the organization
- Ability to critically and analytically problem solve
- Ability to prioritize activities according to urgency
- Ability to be flexible and lead through change
- Proficient with a high skill level in Microsoft Office programs (Excel, Word, PowerPoint)
4
Patient Experience Job Description
Job Description Example
Our company is searching for experienced candidates for the position of patient experience. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for patient experience
- Drives system-wide strategic plan for patient experience in designated region on time and on budget achieving outlined targets
- Responsible for assisting in deployment of best practices across the system specific to service excellence and patient experience
- Provides technical support to the hospitals and entities on analysis and interpretation of patient experience metrics and measurement system and uses such analysis to assist in the establishment of local improvement goals and plans
- Supports and attends Patient Family Advisory Council, SEIU Labor Management Committee, and Patient Experience Committee for each of their regional sites (and other committees as appropriate)
- Builds relationships with all members of local senior leadership teams, including as new members come on board, and collaborates with senior leadership teams to determine needs for support and resources
- Identifies, communicates, and works to address local barriers to patient experience improvement
- Supports the local sites to ensure patient experience remains a top priority throughout the site
- Shares best practices and lessons learns among the system
- Stays informed of the latest improvement solutions and national trends
- Ensures patient experience-related projects are driven and managed successfully
Qualifications for patient experience
- Ability to read and write the English language with superb ability to communicate through verbal and written formats
- Proven track record of strong internal customer service and relationship building
- Passionate about Customer Relationships and Patient/Family Centered Care
- 4 years of administrative experience supporting vice president-level roles
- Experience scheduling multi-stakeholder meetings and coordinating meeting logistics, agendas, and minutes
- Experience coordinating large-scale VP-level division and team meetings
5
Patient Experience Job Description
Job Description Example
Our company is looking to fill the role of patient experience. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for patient experience
- Analyzes data to identify opportunities, successes, and root causes
- Identifies operational and performance improvement opportunities as necessary to improve patient experience
- Collaborates with enterprise level groups regarding their patient experience initiatives
- Partners with Press Ganey and maximizes use of their resources
- Provides Press Ganey training and support for local users and leaders
- Ensures data distribution is accurate and consistent across sites
- Vets and filters vendor requests
- Keeps continuous and transparent communication with corporate patient experience office and Chief Medical Officer
- Manages workload independently and allows for successful management of urgent deadlines
- Budgets Coordinates annual and periodic budget/Fiscal Year reports
Qualifications for patient experience
- Bachelor’s degree (master’s degree in healthcare related discipline preferred), supported by minimum of 2-3 years of hospital experience
- Academic rank will be commensurate with experience
- Experience or training in programmatic and practice site development
- Master’s Degree in healthcare, marketing, business or related field preferred
- Must possess ability to work independently, with a minimum of direction, and take initiative in problem solving
- Must be able to interact professionally and effectively with a wide variety of people, including operations staff, providers, the general public and departments in Grady