Patient Experience Specialist (FT)
- Windsor, ON, Canada
Full-time
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Job details
- Job type
- Full-time
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- Posting language
- English
- Posted
Original job description
Status: Full Time
Salary Grade: 5
Job Summary
Reporting to the Director, Patient Partnership & Experience, the Patient Experience Specialist will collaborate with patients, families, caregivers, clinicians, leaders and staff to support patient care and experience in the Emergency Department of Windsor Regional Hospital. This role is responsible for supporting patients and caregivers while receiving care in our Emergency Departments and serves as a key resource for patient advocacy, communication, and service recovery.
The Patient Experience Specialist will promote a patient-centered approach to care by identifying and addressing patient and family concerns in real time, facilitating meaningful engagement, and fostering positive relationships between patients, families, and care teams. Through proactive rounding, collaboration, feedback collection, and continuous quality improvement initiatives, the incumbent will contribute to enhancing the overall patient experience and supporting an environment of compassionate, respectful, and responsive care.
Communications
This position will interact with patients, leaders, staff and physicians at all levels of the Hospital organization.
Skills/Capabilities
Salary Grade: 5
Job Summary
Reporting to the Director, Patient Partnership & Experience, the Patient Experience Specialist will collaborate with patients, families, caregivers, clinicians, leaders and staff to support patient care and experience in the Emergency Department of Windsor Regional Hospital. This role is responsible for supporting patients and caregivers while receiving care in our Emergency Departments and serves as a key resource for patient advocacy, communication, and service recovery.
The Patient Experience Specialist will promote a patient-centered approach to care by identifying and addressing patient and family concerns in real time, facilitating meaningful engagement, and fostering positive relationships between patients, families, and care teams. Through proactive rounding, collaboration, feedback collection, and continuous quality improvement initiatives, the incumbent will contribute to enhancing the overall patient experience and supporting an environment of compassionate, respectful, and responsive care.
Communications
This position will interact with patients, leaders, staff and physicians at all levels of the Hospital organization.
Skills/Capabilities
- Strong ability to de-escalate and manage crisis;
- Strong problem solving, decision making, analytical and negotiation skills;
- Innovative self-starter with strong multi-tasking and organizational skills;
- Organized and solution-focused;
- Strong communication skills, verbal, written and listening;
- Able to work both independently and as a member of a team and have the ability to interact and develop effective relationships with diverse groups of individuals;
- Detail oriented with a high level of accuracy and proven track record of project follow-through;
- Adhere to policies and procedures established for the assigned department while supporting the Mission, Vision and Values of Windsor-Regional Hospital.
- Engage as a collaborative member of the Emergency Department with focused attention on patient experience, support, advocacy and partnership.
- Enhance communication in the waiting room while collaborating with patients and staff and assisting with comfort items (water, blankets, etc.) for those experiencing a longer than usual wait time.
- Collaborate with staff for patients being admitted and connect patients to the patient experience program for a focus on continuity of care.
- Support patients and caregivers with communication, collaboration and escalation of concerns while in the Emergency Department.
- Support programs in the implementation of strategies to improve patient satisfaction.
- Assist in fostering an environment of real-time de-escalation of concerns, both with staff and with patients/families.
- Create, implement and monitor mechanisms for ongoing input from patients and family members seeking care.
- Assist in completion of surveys.
- Participate in education related to strategic plan initiatives as appropriate.
- Engage in rounding to support patient/family needs and liaise with experience team to address feedback/concerns in real time.
- Perform any other relevant duties as assigned.
- Undergraduate degree in Social Sciences, Nursing, Adult Education, or related field of study required;
- Bachelor’s Degree in Social Work considered an asset;
More about this job
Responsibilities
Support patients and caregivers in the Emergency Department through advocacy, communication, real-time concern resolution, and coordination with care teams. Conduct patient and family rounding, gather feedback, assist with surveys, and contribute to initiatives that improve patient satisfaction and experience.
Requirements
An undergraduate degree in Social Sciences, Nursing, Adult Education, or a related field is required; a Bachelor’s degree in Social Work is an asset. Candidates should demonstrate strong de-escalation, communication, problem-solving, organizational, and relationship-building skills, and be able to work independently and collaboratively.
Skills
- Crisis De-escalation
- Problem Solving
- Decision Making
- Analytical Skills
- Negotiation
- Multitasking
- Organization
- Verbal Communication
- Written Communication
- Active Listening
- Relationship Building
- Patient Advocacy
- Conflict Resolution
- Patient Engagement
- Quality Improvement
- Attention to Detail
Visa sponsorship
Not detected in the job text
Categories
- Healthcare
- Customer Service & Support
- Social Services
Keywords
- Emergency Department
- Patient Experience
- Patient Advocacy
- Patient-Centered Care
- Caregiver Support
- Patient Engagement
- Service Recovery
- Crisis De-escalation
- Concern Escalation
- Patient Rounding
- Patient Feedback
- Patient Surveys
- Patient Satisfaction
- Continuity of Care
- Interdisciplinary Collaboration
- Communication
- Conflict Resolution
- Quality Improvement
- Strategic Plan Initiatives
- Healthcare
- Family Engagement
- Patient Support