About Us
McLaren Health Care is a fully integrated health network committed to quality, evidence-based patient care with locations in Michigan and Indiana. The McLaren system includes 13 hospitals in Michigan, ambulatory surgery centers, imaging centers, a primary and specialty care physician network, commercial and Medicaid HMOs, home health, infusion and hospice providers, pharmacy services, a clinical laboratory network and a wholly owned medical malpractice insurance company. McLaren operates Michigan’s largest network of cancer centers and providers, anchored by the Karmanos Cancer Institute, one of only 53 National Cancer Institute-designated comprehensive cancer centers in the U.S.
Patient Experience Representative
Position Summary: Provides follow up services to patients to ensure better customer service. Documents, analyzes, and implements programs to address patient concerns to help increase our customer satisfaction.
Essential Functions and Responsibilities as Assigned:
1. Serves as internal resource for managers in the use of the online patient satisfaction survey data tool and related data analysis.
2. Provides assistance and support to management in understanding survey reports and findings including:
· Evaluates survey results, identifying trends and target areas for improvement.
· Creates customized reports and presentations.
· Assists leadership in the developing action plans based on report data; monitors plan results.
· Monitors patient satisfaction “best practices” within healthcare industry; serves as organizational resource for related information.
3. Assists in the development and implementation of various customer care programs to increase the awareness of quality care for the patients and their families.
4. Assists in the development and implementation of policies and procedures that affect patient care and patient satisfaction.
5. Builds and maintains effective working relationships with patients, physicians, employees, and visitors in a friendly and cordial manner, in person or on the telephone, thus promoting a positive service image for the organization.
6. Works with the patient, family members and medical staff as an advisor to facilitate the resolution of care issues.
7. Provides education regarding patient relations topics to hospital personnel
- Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
- Complies with federal, state, and local legal and certification requirements by studying existing and new legislation; anticipating future legislation; enforcing adherence to requirements; advising management on needed actions.
10. Performs other related duties as required and directed.
Qualifications:
Required
- Associate degree in business administration or related field
- Six months previous customer service experience
OR
· 3 years direct customer service experience
- Previous process improvement and customer service experience
Equal Opportunity Employer of Minorities/Females/Disabled/Veterans
Equal Opportunity Employer
McLaren Health Care is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identification, age, sex, marital status, national origin, disability, genetic information, height or weight, protected veteran or other classification protected by law.
