Patient Experience Specialist (Temp)

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.