Patient Experience Specialist - Berkshire Health Systems - Pittsfield

Reporting to the Director of Patient Relations, the Patient Experience Specialist (PES) serves as a visible and enthusiastic champion in providing advocacy for patients as well as staff coaching as needed to build improved patient experiences. The PES collaborates with other departments to develop and implement strategies to improve the patient experience, performance on patient surveys, and other service-related metrics. Serves as a Patient Advocate to support and navigate patients through the healthcare process and address any customer service issues that arise. Collect and maintain concern/complaint data to utilize in the development of training, initiatives, and education to improve the patient experience. Supports the Director of Patient Relations in the development, implementation, and measurement of the patient experience strategic plan.

Schedule:

• 40hrs per week
• Monday-Friday
• 8:00am-4:30pm (flexible) 
• Travel to other BHS locations may be required

• POSITION QUALIFICATIONS (Minimum qualifications are required unless stated otherwise.)
  • Experience:
    • Two (2) years of experience in a healthcare/human service role, with demonstrated ability to manage crises, problem solve, collaborate, and motivate for excellent customer service/patient experience required.
  • Education and Training:
    • Bachelor’s Degree required, preferably in a healthcare-or human service-related field.
    • Master's Degree preferred.
  • License, Certification & Registration:
  • Other Requirements:
    • Excellent interpersonal skills, with the ability to interact effectively with a wide variety of stakeholders (including front line staff, senior management, department leaders, clinical staff and physicians) to creatively solve problems, guide and influence people.
    • Ability to utilize strong coaching/consultative skills to provide guidance and resources in the achievement of service excellence goals.
    • Excellent communication and presentation skills-both written and oral; communicating in an open, honest and objective manner.
    • Ability to manage multiple projects and meet multiple deadlines with excellent organizational and project management skills and a strong attention to detail.
    • Knowledge of HCAHPS, CG-CAHPS, and other patient experience survey instruments preferred.
    • Strong computer literacy and software experience-Word, PowerPoint, and Excel.
    • Ability to stay informed of current education trends, literature, system goals, business strategies and quality standards.