10 days old

Patient Experience Specialist

Kelly Services
Washington, DC 20020
**Job Description**

Serves as the initial recipient of patient concerns, complaints and grievances by phone and in person visit to Patient Advocacy office. Triages this feedback and either resolves the issue or refers issue to patient advocate. Leads volunteer patient visitation program. Partners with director of patient service excellence on the timely production of patient experience scorecards and the collection of data from various sources. Partners with the volunteer coordinator on the recruitment, intake and onboarding of volunteers.

A. Manages incoming patient complaints to the department, either by phone or in person. Actively listens to this feedback, assuring accuracy of details and contact information of the complainant, Utilizes the LEAP model of service recovery to guide his/her response.

B. Assesses the nature of this feedback and either resolves it if it is within his/her capacity, managing the case through completion or refers case appropriately.

Acts as a notary public for inpatients and families. This may involve visiting patients and family members on inpatient units or clinics.

C. Partners with volunteer coordinator in the recruitment and deployment of volunteers and the management of event coordination.

Leads volunteer patient visitation program. This includes training volunteers about how to select appropriate patients for visitation, orienting them to patient units and introduction to key members of patient care staff. Explains to volunteers the process for alerting nursing staff about any issues that may be mentioned during the visit. Ensures the -PTO- cart is fully stocked with activities.

Partners with director of patient service excellence on the creation of monthly patient experience scorecards, ensuring data is pulled accurately and within correct timelines. Accesses MGUH survey vendor-s site to create patient experience reports for inpatient units, hospital based outpatient depts. and physician practice groups.

Works with AVP of Patient Advocacy and International Services ensuring calandars are maintained and documents are produced as requested.

Partners with International and Language Services team to provide front office coverage as required and assists with special projects as needed.

D. Assumes other duties and responsibilities that are appropriate to the position and area. The above responsibilities are a general description of the level and nature of the work assigned to this classification and is not to be considered as all-inclusive.


EDUCATION AND OR TRAINING REQUIRED: Bachelor-s degree, preferably in a healthcare related field.

LICENSURE AND OR CERTIFICATION: None required upon hire but certification as a notary public to be attained within first year of hire.

EXPERIENCE1 year of work experience required, preferably in a medical/clinical office. Previous experience as an administrative assistant preferred. Financial experience preferred. Healthcare experience an asset.

SPECIAL KNOWLEDGE/SKILLS/ABILITIES: Proficient in Microsoft Office, Excel and database programs. Effective oral and written communication skills. Must possess basic mathematical skills. Must have ability to plan, organize, and prioritize and multi-task. Proven customer service skills.

**Why Kelly** **** **?**

As a worker today, its up to you to take charge of your career and look for opportunities to learn, grow, and achieve your potential. Helping
you find whats next is what were all about. We know whats going on in the evolving world of workjust ask the nearly 500,000 people we employ
each year. Connecting with us means getting the support, guidance, and opportunities needed to take your career where you may have never imagined.

**About Kelly** ****

At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a
leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable
a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety
of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females,
individuals with disabilities, protected veterans, sexual orientation, gender identity. Equal Employment Opportunity is The Law.


Posted: 2020-01-08 Expires: 2020-02-10

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Patient Experience Specialist

Kelly Services
Washington, DC 20020

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