Patient Experience Specialist

At Ivinson Memorial Hospital we are committed to excellence, trust, healing, and integrity. We pride ourselves in providing compassionate, world-class care to our community. At Ivinson we offer a competitive total rewards package including; full medical, dental, and vision insurance, retirement plans, paid time off and tuition reimbursement opportunities. Ivinson aims to improve the care provided for our patients and create a work-life balance for our employees by creating a culture of transparency, teamwork, accountability, and trust.

E S S E N T I A L F U N C T I O N S

• Serves as the primary Patient Advocate for IMH, monitoring, documenting, investigating, and coordinating timely resolution of patient complaints and grievances in accordance with hospital policies and regulatory requirements.
• Promotes a patient-centered culture by advocating for patients and families and identifying opportunities to improve communication, service, and the overall patient experience.
• Partners closely with the Performance Improvement (PI) Coach on patient experience initiatives, improvement activities, and service excellence efforts; receives ongoing mentoring and develops competency in patient experience performance improvement practices.
• Learns and maintains proficiency in patient experience reporting, including running, reviewing, and distributing patient survey and experience reports to appropriate department leaders.
• Assists the PI Coach and Quality Department with monitoring patient experience data, identifying trends, and supporting improvement initiatives based on patient feedback and survey results.
• Helps coordinate hospital-wide patient experience initiatives, including communication, follow-up, implementation activities, and tracking of action items.
• Serves as a liaison between patients, families, hospital departments, and leadership to facilitate communication, address concerns, and support timely resolution of patient experience issues.
• Coordinates with the hospital's patient survey vendor (e.g., Press Ganey) regarding reporting, hospital-specific needs, data questions, and patient experience initiatives.
• Supports the development, implementation, and monitoring of best-practice processes and procedures related to patient advocacy, grievances, patient experience, and quality improvement.
• Maintains appropriate documentation and tracking of complaints, grievances, patient feedback, and related follow-up activities; identifies recurring concerns and communicates trends to appropriate leaders.
• Serves as a general data specialist within the Quality Department, assisting with data collection, validation, analysis, reporting, tracking, and presentation for quality, safety, regulatory, and performance improvement activities beyond patient experience.
• Assists Quality Department leadership and staff with data management and reporting projects, including maintaining databases, spreadsheets, dashboards, and other tracking tools as assigned.
• Collaborates with hospital leaders and staff to support the effective use of patient experience, quality, and performance data in identifying opportunities for improvement.
• Maintains knowledge of applicable patient rights, grievance processes, patient experience standards, and regulatory requirements and applies this knowledge to daily responsibilities.
• Participates in department and hospital committees, meetings, and initiatives related to patient experience, quality, safety, and performance improvement, as assigned.

E D U C A T I O N

• Bachelor's degree or equivalent combination of education and experience from which comparable knowledge, skills and abilities were acquired.
• Master’s degree preferred.

E X P E R I E N C E

• At least two (2) years of experience in healthcare strongly preferred

C R E D E N T I A L S

• N/A

K N O W L E D G E , S K I L L S A N D A B I L I T I E S

• Excellent customer service skills, including but not limited to: a friendly personality, tact, patience, empathy and a helpful, professional attitude both in person and on the telephone.
• Ability to effectively communicate with staff, managers and the general public verbally and in writing.
• Demonstrate effective listening skills.
• Excellent organization and time management skills and ability to establish priorities effectively.
• Possess exceptional problem solving skills.
• Ability to work effectively without immediate supervision.
• Ability to learn new computer software programs.
• Ability to recognize and protect confidential information.

At Ivinson Memorial Hospital, we believe that our employees are our greatest investment. That’s why we are committed to fostering a supportive, empowering environment where every team member has the resources and opportunities to thrive. We know that providing world-class healthcare starts with investing in our employees, ensuring they have the tools to grow, excel, and provide exceptional care.

Our competitive and comprehensive total rewards package includes:

For benefits eligible employees:

• Medical, dental, and vision insurance
• Paid time off: take the time you need to recharge
• Retirement plans, including 403(b) matching
• Employer-paid life and long-term disability insurance: Peace of mind for you and your family

For all employees:

• Yearly work anniversary pay increases
• Education Reimbursement; up to $2,500 annually
• Retirement plan participation
• Free certification classes: enhance your skills at no cost to you
• Health and Wellness discounts at local gyms
• Discounts at select mobile networks, local vendors, and Elitch Gardens
• Mental Health: 6 free confidential, in-person counseling sessions offered by Pathways annually
• Financial Counseling: free services through WellCents to help you take control of your financial journey
• Legal assistance and will preparation services
• Student Loan Forgiveness: Ivinson Memorial Hospital is a qualifying employer for the federal Public Service Loan Forgiveness (PSLF) program

Please use this link for more information regarding our rewards package and benefits: Benefits Guide.

At Ivinson Memorial Hospital, we are more than just a workplace – we are a community where your growth and well-being matter. Join us in making a difference in the lives of the Laramie community and help us provide world-class care.