Job Description

Through 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.

Qualifications

QUALIFICATIONS:

Education and Experience:

Bachelor'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.

Required Skills and Competencies:

• Excellent verbal and written communication skills with ability to engage diverse populations, both internally and externally
• Strong critical thinking and analytical skills with ability to interpret policies, procedures, and regulations for application to quality, risk, and safety issues
• Exceptional interpersonal, diplomatic, and negotiation skills with demonstrated ability to manage conflict and provide calming influence in difficult situations
• Proficiency in managing multiple simultaneous assignments with competing priorities and deadlines
• Ability to identify psychosocial factors influencing patient and family experience and link them to appropriate resources
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint), electronic mail, and internet navigation software
• Commitment to service excellence and flexibility to function effectively within a team-based environment