Patient Experience Specialist



The Patient Experience Specialist (PES) functions as a customer service liaison and facilitator between patients, families, staff and SEARHC medical and administrative leaders. This role helps foster excellent patient experiences and promote continuous improvement within SEARHC’s services, systems, and processes.

SEARHC is a non-profit health consortium which serves the health interests of the residents of Southeast Alaska. We see our employees as our strongest assets. It is our priority to further their development and our organization by aiding in their professional advancement.

Working at SEARHC is more than a job, it’s a fulfilling career. We offer generous benefits, including retirement, paid time off, paid parental leave, health insurance, dental, and vision benefits, life insurance and long and short-term disability, and more.

Key Essential Functions and Accountabilities of the Job

• Demonstrate, promote, maintain, and encourage the highest level of customer service, professionalism, and compassion with patients and staff.

  · Captures patient information and statements to summarize into clearly written notes of concerns and systems issues.

  · Communicates with SEARHC leadership and affected patients and visitors to document appropriate actions and contacts into a patient feedback management system.

  · Supports other team members by reviewing patient feedback, written notes, and draft communications as requested, to ensure documentation and communications are appropriate, clear, and compliant applicable standards and policies.

  · Works to improve Customer/Patient satisfaction by assisting with patient satisfaction surveys and managing patient complaints, grievances, and compliments in compliance with all applicable regulations, policies, and best practices.

  · Performs rounds as requested in clinics and hospitals to gauge customer satisfaction with surveys and structured interviews and to offer support as needed.

  · Supports customer service/patient experience goals and initiatives by serving as a liaison between the Patient Experience Division and other SEARHC stakeholder groups as directed. This can include attendance and active participation in various, internal and external, meetings, gatherings, and/or committees as requested.

  · Assist in navigating patients with inquires concerning SEARHC locations and other services by utilizing available resources.

  · Provides support to patients, visitors, and the public by assisting customers, family members and visitors in a professional manner and helping determine needs and connecting with appropriate resources.

  · Other duties as assigned.

Additional Details:

Education, Certifications, and Licenses Required

• High school diploma or equivalent – required
• Valid Driver's License with clean driving record (no DUIs)

Experience Required

• Two years’ experience in customer service experience – required.  An equivalent combination of relevant educational and/ or training may be substituted for experience.

Knowledge of:

· Knowledge of medical terms and practices.

· Knowledge of customer service concepts and practices.

· Knowledge of privacy rules and regulations.

· Knowledge of Tribal Healthcare systems.

· Knowledge of local and regional community resources and how to access them.

· Knowledge of customs and values of Alaska Native Peoples.

Skills in:

· Skills in strong written communication.

· Skills in being effective with oral communication.

· Skills In conflict resolution.

Ability to:

· Ability to articulate events written and orally.

· Ability to apply common sense understanding to carry out written and oral instructions.

· Ability to display a strong interpersonal and empathic demeanor.

· Ability to pay meticulous attention to detail.

· Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.

· Ability to have a sense of courteousness and respectfulness when working with patients.

· Able to work independently or as a team member

· Able to establish personal boundaries.

· Ability to travel to other SEARHC locations as needed.

Position Information:

Work Shift:OT 8/40

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!