Patient Experience Specialist

Founded in 1970, East Valley Community Health Center is a Federally Qualified Health Center (FQHC) who's services include providing personalized, affordable, high-quality medical, dental, vision and behavioral health care through a community-based network within the East San Gabriel Valley and Pomona Communities. Our staff practices patient-centered care by serving each patient with a personalized care plan that meets their individual needs. Our patients have access to support services that include, nutrition, health education, case management, pharmacy, lab, and x-ray at our health center locations. East Valley serves the health care needs of uninsured and underserved individuals and families throughout our 8 health center locations.

Our mission is to provide access to excellent health care while engaging and empowering our patients, employees, and partners to improve their well-being and the health of our communities.

Position Purpose:

The Patient Experience Specialist position will ensure our patients receive highly empathetic and satisfactory healthcare service. Serving as liaison with clinical operations to understand needs, facilitate improvements and lead to engagements that are optimal for both the patient and East Valley. Providing a strong dedication to service recovery and patient retention. Providing patient support to optimize their healthcare journey with East Valley Community Health Center.

Position Responsibilities and Functions

• Manage, review and ensure service recovery with East Valley’s digital platform patient experience submissions and/or reviews
• Responds to and communicates each unsatisfactory patient experience submission and review to the appropriate clinic manager and team members
• Assesses patient or family questions and concerns and develops a plan to address needs
• Interacts with patients/families/customers and utilizes feedback to improve and reinforce satisfaction
• Collects data about patient care problems, prepares reports, analyzes trends, and reports information to appropriate departments for action
• Collaborates with clinical and administrative colleagues for a stronger understanding of internal policies and procedures, to ensure feedback, complaints, and concerns are addressed
• Collaborates with Risk Management when identifying patient issues that may put East Valley at risk
• Provide constructive feedback and raise awareness of the patient experience to facilitate improvement and cultural change
• Inspire and coach others to design and deliver the perfect experience to patient
• Maintains patient confidentiality and privacy in all matters and fosters the same in others. Responsible for complying with HIPPA standards

Position Requirements and Qualification

• Bachelor’s degree in public health, business administration, or related field of study preferred
• 2+ years in patient experience/service excellence/customer service
• Use of excellent verbal and written communication skills to formulate appropriate responses
• Represents the ability to be empathetic and provide problem solving techniques
• Strong time-management, organization, and prioritization skills with the ability to multitask and meet multiple concurrent deadlines.
• Strong process orientation, efficiency, collaboration, candor, openness and results oriented
• Proficient in the use of personal computers, Microsoft Office 365 (including Outlook, Excel, Word, spreadsheets)
• Comfortable working with diverse populations
• Valid California Driver’s License, reliable automobile, and proof of auto insurance
• Bilingual English and Spanish (read, write, speak)

East Valley offers a competitive salary, excellent benefits to include: medical, dental, vision, and defined contribution retirement plan. You will also enjoy work-life balance with paid time off and paid holidays throughout the year.

Principals only. Recruiters, please do not contact this job posting.

EOE is the Law. It is the stated policy of EVCHC to conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, Genetic Information & Testing, Family & Medical Leave, protected veteran status, or any other characteristic protected by law. We prohibit Retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination.