health system specialist

vor 3 Wochen


Landstuhl, Rheinland-Pfalz, Deutschland Department Of Defense Vollzeit
Summary

About the Position: Serves as the Patient Experience Officer and Patient Advocate, administering the Customer Service and Patient Advocacy Programs. The Patient Experience Officer manages the Customer Service Program for external patients, patients' families, visitors, and internal nurses, physicians, students, trainees, employees, departments, committees and volunteers with the purpose of analyzing customer concerns to create a positive customer culture.

This is a Direct Hire Solicitation



Duties
  • Responsible for planning, organizing, and directing the patient customer service program.
  • Identifies and advises Medical Treatment Facility (MTF) leadership of negative patterns and trends related to customer service.
  • Conducts investigations in response to external and internal customer service-related inquiries and follows up with official correspondence for approval and signature.
  • Conducts customer experience improvement analysis, applying analytical and evaluative methods and techniques to issues or studies concerning the efficiency and effectiveness of the Customer Service and Patient Advocacy programs.
  • Gathers data from a variety of resources including, but not limited to, the Joint Outpatient Experience survey (JOES) and Interactive Customer Evaluation (ICE) to perform qualitative and quantitative analysis.
  • Serves as the MTF Patient Advocate and administers the overall Patient Advocacy Program.
  • Conducts surveys of ongoing inpatient and outpatient medical care provided.
  • Coordinates or personally conducts investigations of pending Inspector General (IG) and/or Congressional inquiries and complaints.
  • Acts as patient advocate using seasoned judgment to resolve problems.


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