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.

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).