Experience Specialist - Greenville, NC

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942698

Vidant Health

Full-Time

Regular

Vidant Health

About Vidant Medical Center

Vidant Medical Center is a 900+ bed Level-1 Trauma Center, regional referral hospital and is the flagship hospital for Vidant Health. We serve as the teaching hospital for the Brody School of Medicine at East Carolina University. Vidant Medical Center provides acute, intermediate, rehabilitation and outpatient services to more than 1.4 million people in 29 counties. But it's in our work environment that you'll find our sense of family and closeness that permeates everything we do.

Position Summary

The Experience Specialist position oversees service management operations to ensure relationships with patients and families are optimal.

Responsibilities

1. Coordinates the service management system to intake and process compliments, comments and concerns from patients and families:

  • Maintains a timely intake process through multiple portals
  • Utilizes the Datix system to document concerns
  • Triages complex information for appropriate follow up
  • Conducts reviews of the EHR
  • Maintains excellent communication with key partners such as Risk Management, Peer Review, Medical Staff Support, the Billing Office
  • Collaborates with operational leaders at all levels to address issues
  • Apprises Office of Experience leaders of pertinent concerns
  • Reviews action plans to ensure pertinent follow up
  • Oversees a tracking process to ensure timely processing
  • Maintains confidentiality of medical records and complies with all applicable state and federal regulations, including HIPAA
  • Utilizes the service recovery process appropriately and monitors team member use of on-line portal


2. Communicates effectively throughout the organization to achieve optimal outcomes and promote/preserve/protect relationships:

  • Functions as effective change agent to achieve resolution
  • Establishes and maintains productive relationships with team members, leaders and providers across the organization
  • Serves as a representative for executive and physician leaders
  • Possesses excellent written and verbal communication skills
  • Rounds as needed
  • Mentors team members to achieve desired experience outcomes
  • Promotes proactive, transparent communication through avenues such as Tell Us Now

3. Possesses a keen understanding of Office of Experience plan as it relates to the mission and vision

  • Partners with team members, leaders, and providers to operationalize experience impact strategy
  • Maintains current working knowledge of CAHPS goals and data
  • Assists with the development and review of plans

4. Supports efforts to comply with accrediting and regulatory agencies.

  • Monitors compliance with The Joint Commission and CMS and NC regulatory agencies
  • Stays abreast of changes in standards/criteria
  • Partners with key leaders to become compliant as issues arise
  • Assists as requesting in supporting system site visits and producing required information

5. Serves as resource/consultant:

  • Collects and disseminates information concerning evidence based research and key practices to pertinent stakeholders
  • Maintains close familiarity with the flow of care, documentation and issues across the organization
  • Collaborates with leaders to ensure focused plans to achieve desired outcomes
  • Serve on committees/charters/task forces representing the Office of Experience
  • Provides expertise by contributing to educational programs

6. Pursues ongoing professional development:

  • Maintains own knowledge base to perform position responsibilities
  • Attains pertinent professional certification
  • Participate in continuing education relevant to experience

Minimum Requirements

  • College Degree (4 years) with a major in a licensed health care field - preferred
  • 3-5 years of various experience in a patient care setting - preferred

Other Information

Questions?  e-Mail: JOBS@VIDANTHEALTH.COM

General Statement

It is the goal of Vidant Health and its entities to employ the most qualified individual who best matches the requirements for the vacant position.

Offers of employment are subject to successful completion of all pre-employment screenings, which may include an occupational health screening, criminal record check, education, reference, and licensure verification.

We value diversity and are proud to be an equal opportunity employer.   Decisions of employment are made based on business needs, job requirements and applicant’s qualifications without regard to race, color, religion, gender, national origin, disability status, protected veteran status, genetic information and testing, family and medical leave, sexual orientation, gender identity or expression or any other status protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer, or against any individuals who assist or participate in the investigation of any complaint.

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