Patient Experience Specialist, Full time - Days

Job Description

Be a part of a world-class academic healthcare system, UChicago Medicine, as a Patient Experience Specialist to work in our Patient Experience department.This position will be primarily a work from home opportunity with the requirement to come onsite as needed. You may be based outside of the greater Chicagoland area.

 

The position serves as the patient and professional representative for the UCMC philanthropic community, senior management, physicians and the BSD. The position serves as a resource for the needs and problem solving of key stakeholder patients and their families and serves as the conduit between patient and the organization. Provides real-time guidance to patients and staff on unit and works with teams to ensure an excellent patient experience in compliance with The University of Chicago Medicine patient complaint policy.The position also evaluates data and service improvement opportunities, acting as a senior information source and making recommendations to key stakeholders. Serves as a resource team member for Friends and Family and Destination UChicago, assisting with patient appointments, travel and preferences, as needed. Works with partners to assess data, feedback and trends across the continuumm. Serves as the key voice of the customer in completing visible rounds on designated units, departments and areas.

 

Essential Job Functions

• Manages relationships with key patient stakeholders, senior leaders, development and medical staff, working collaboratively and effectively to facilitate patient needs, including appointments, answering questions and gathering information from UCM departments. Acts as senior information source, owning all aspects of the patient pre- and post-visit experience, including database population management and analysis. The role also solves any presented issues and may be required to make on-the-spot decisions for patients as needed, to ensure patient-centered experience.
• Interacts with and builds relationships with external local, regional and national organizations on behalf of UCM patients, procuring medical records and gathered needed information in a rapid turnaround schedule. Develops relationships and responds to leaders at national consortiums who may proactively seek team’s intervention and assistance, often helping first-time UCM patients access the organization, while closing the loop with external leaders and internal leaders. Serves as UCM representative with other external vendors such as hotel and transportation companies as needed.
• Works in tandem with key physicians to build programs that will enhance staff and physician engagement and loyalty to UCM (Women’s Health, One Medical.) Coordinates and makes recommendations for senior leaders and physicians for accessing care, while honoring confidentiality.
• Participates in UChicago projects as assigned, including employee engagement, patient experience, hArt of medicine and process improvement projects from inception through planning. Participates in assigned improvement initiatives, aligned with interdisciplinary teams.
• Serves after business hours, (nights, weekends, holidays) to answer patient, physician, development office and senior leader inquiry by phone and e-mail.
• Performs other duties assigned. 

Required Qualifications

• Bachelor’s degree in applicable field of study, experience may be substituted for some of the above education. 3- 5 years of experience.
• Experience working with various Microsoft based computer software programs for Excel and Word required
• Outstanding verbal and written communication skills are required
• Excellent customer service and interpersonal skills requiring tact, discretion, and maintaining patient confidentiality

 

Preferred Qualifications

• Healthcare Experience

 

Position Details

• Job Type/FTE: Full-time
• Shift: Day (Flex Remote position, must be local)
• CBA Code: Non-Union
• Location: Chicago, IL (Hyde Park)

Why Join Us

Compensation & Benefits Overview

 

UChicago Medicine is committed to transparency in compensation and benefits. The pay range provided reflects the anticipated wage or salary reasonably expected to be offered for the position.

 

The pay range is based on a full-time equivalent (1.0 FTE) and is reflective of current market data, reviewed on an annual basis. Compensation offered at the time of hire will vary based on candidate qualifications and experience and organizational considerations, such as internal equity. Pay ranges for employees subject to Collective Bargaining Agreements are neg