The Patient Experience Specialist acts as a liaison between patients and NEMS clinic staff to improve care quality. They assist patients with questions and processes at NEMS locations. The position includes providing feedback to boost CAHPS scores, supporting staff with service initiatives, and ensuring a positive and welcoming environment for patients and families to improve their overall patient journey.
ESSENTIAL JOB FUNCTIONS:
Act as the point of contact for patients, families, and visitors upon arrival at clinic
Greets patients as they walk into the clinic
Helps patients to navigate the check-in process
Directs patients to the kiosk and/or front desk area to check in. Check in patients directly, as needed.
Informs patients which floor(s) and/or areas in the clinics to go to see providers and complete related check-in processes
Surveys waiting rooms to make sure patients are not waiting too long
Works with Front Desk and Medical Assistants for updates if patients are waiting too long
De-escalate conflict and challenging scenarios
Identify and provide feedback on trends to enhance patient satisfaction and improve CAHPS scores
Promote and lead a culture of empathy and service excellence
Performs other job duties as required by manager/supervisor.
REQUIREMENTS:
Associate's degree is required. Bachelor's degree preferred.
Experience in a healthcare or high-quality customer service setting is preferred
Excellent verbal and non-verbal communication skills
High levels of empathy, emotional intelligence, and conflict resolution skills
Professional and courteous behavior via communication and dress code
Tremendous problem-solving skills
Ability to de-escalate tense and difficult situations
Experience with Microsoft Office suite and technology preferred
Experience in electronic health record systems (EPIC) is a plus
Quick learner to understand the workflows in the respective clinics
Must travel between NEMS locations to provide coverage as needed
LANGUAGE:
Must be able to fluently speak, read and write English
Fluent in Chinese (Cantonese and/or Mandarin), Vietnamese, Spanish and other languages is highly preferred, depending on location
Fluency in other languages is an asset.
STATUS:
This is an FLSA Non-exempt position.
This is not an OSHA high-risk position.
This is a Full Time/Temp position.
NEMS is proud to be an Equal Opportunity Employer welcoming diversity in our workforce. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
NEMS BENEFITS:
Competitive benefits, including free medical, dental and vision insurance for employee, spouse and/or children; and company contribution to 401(k).