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Patient Experience Specialist, Saint Louis, Missouri

CategorySupport Services
Job typeFull Time
CountryUnited States
CitySaint Louis
Job ID: 1220225
Employment Status: Full-Time
More Information:


Role Purpose

Manages the resolution process for patient/family formal complaints. Ensures patient rights are protected as defined by regulation, and in accordance with the hospital mission, vision, values and policy. Primary role is that of objective liaison to patients, family members, physicians and leaders to investigate and resolve patient/family formal complaints accordingly to regulatory requirements.

  • Responsible for developing, implementing and coordinating the program.
    •Acts as the central recipient for formal patient complaints and manages the resolution process to ensure objective standards are upheld.
    •Meets independently with patients and family members to conduct formal complaint interviews, assist with health care navigation questions, and provide investigatory follow-up to patients/families.
    •Coordinates and conducts thorough, objective investigations and prepares appropriate written and/or verbal responses to patients and/or families according to federal regulations and hospital policy.
    •Works with leaders to ensure a thorough review process so findings are complete and according to regulatory standard; including careful research of the medical record, allegation documents, interview summaries, etc.
    •Reports findings to organizational leaders.
  • Manages the patient complaint database and analyzes and reports statistical trends.
  • Develops complex care plans for patients and/or family members in complex medical/behavioral situations. Recommends process improvement strategies based on complex case trending.
  • Partners with Risk Management to investigate complaints; and serves as back-up resource support.
    •Regularly reports issues to Risk Management to assess potential liability associated with complaints.
    •Collaborates on certain investigations that require both department's involvement.
  • Develops, implements and sustains special projects and programs to enhance service culture.
    •Participates in strategy development, implementation and sustainment.
    •Participates in collaboration with other BJC Patient Experience-related departments to develop consistent policies, practices and programs across the enterprise.
    •Supports the manager in special program development and implementation to staff, physicians and community groups..

  • Minimum Requirements

  • Bachelor's Degree
  • - Business/Nursing/related

  • 5-10 years

  • Preferred Requirements and Additional Job Information

  • 10+ years

  • Licenses & Certifications
  • Cert/Lic in Area of Expertise
  • Benefits Statement

    Note: not all benefits apply to all openings

    - Comprehensive medical, dental, life insurance, and disability plan options
    - Pension Plan*/403(b) Plan
    - 401(k) plan
    - Tuition Assistance
    - Health Care and Dependent Care Reimbursement Accounts
    - On-Site Fitness Center (depending on location)
    - Paid Time Off Program for vacation, holiday and sick time

    *Pension does not apply to Memorial Hospital, Memorial Hospital East, Alton Memorial or Parkland Health Center

    Legal Statement

    The above information on this description has been designed to indicate the general nature and level of work performed by employees in this position. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job.

    Equal Opportunity Employer
    EmployerBJC HealthCare