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Job description
Job Description
nThrough effective interventions, the Care Experience Specialist (CXS) serves as the first resource for a patient, family, or consumer, concern or inquiry. They identify, investigate, and mitigate point-of-care concerns from escalating to grievances which may result in review by regulatory agencies. The CXS collaborates with multidisciplinary teams to reduce and prevent adverse experience outcomes, thereby minimizing the risk of increased suffering to patients and families. The CXS duties and responsibilities support patient loyalty which helps build the Henry Ford Health brand locally and nationally.
nnQualifications:
Qualifications
nQUALIFICATIONS:
nEducation and Experience:
nBachelor's degree or 1-3 years' equivalent experience in direct intervention and management of consumer and team member events related to customer experience, risk, and safety. Multidisciplinary process improvement experience as a team leader or project facilitator preferred.
nRequired Skills and Competencies:
nnExcellent verbal and written communication skills with ability to engage diverse populations, both internally and externally
nStrong critical thinking and analytical skills with ability to interpret policies, procedures, and regulations for application to quality, risk, and safety issues
nExceptional interpersonal, diplomatic, and negotiation skills with demonstrated ability to manage conflict and provide calming influence in difficult situations
nProficiency in managing multiple simultaneous assignments with competing priorities and deadlines
nAbility to identify psychosocial factors influencing patient and family experience and link them to appropriate resources
nProficiency with Microsoft Office Suite (Word, Excel, PowerPoint), electronic mail, and internet navigation software
nCommitment to service excellence and flexibility to function effectively within a team-based environment
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Worksite address
detroit, MI, 48228, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.