Total RewardsOSF HealthCare is dedicated to provide Mission Partners with a comprehensive and market-competitive total rewards package that includes benefits, compensation, recognition and well-being offerings that focus on the whole person and engage with their current stage of life and career. Click here to learn more about benefits and the total rewards at OSF. Expected pay for this position is $31.19 - $36.69/hour.
Actual pay will be determined by experience, skills and internal equity. This is a Salaried position. OverviewPOSITION
The Patient Centered Care Specialist plays a pivotal role in shaping the patient and family experience. As a trusted advocate, this professional helps patients and families navigate the complexities of healthcare while addressing concerns, complaints, and grievances with empathy, professionalism, and confidence. Through meeting the patient where they are at, whether at the bedside or through telephone support, the specialist transforms challenging situations into opportunities for connection, resolution, and service excellence.
Partnering closely with clinical teams and unit leadership, they provide guidance on patient experience strategies, support service recovery efforts, serve as a liaison for assistive services, and support patient belongings concerns. This role is ideal for a compassionate, emotionally intelligent communicator who thrives in complex healthcare environments, excels at difficult conversations, and is passionate about making a meaningful difference in the lives of patients and families here at Saint Francis Medical Center in Peoria, IL In collaboration with leadership and administration, the Patient Centered Care Specialist champions service excellence and recovery throughout the facility.
Partners with management and staff to support performance improvement and process management efforts at a microsystems level specific to the Patient Experience. Observes the patient experience environment and behaviors of mission partners and provides real-time support and education. Provides direct feedback to front line Mission Partners and leadership as it relates to the implementation of changes to achieve and sustain patient experience best practices.
Assists staff and leadership with communication and integration of improvement efforts. Identifies resistance and barriers to change; addresses issues appropriately to facilitate and sustain improved patient satisfaction outcomes. QualificationsREQUIRED
Bachelor’s degree in nursing, business, healthcare management or related field
2 years’ experience in coaching, process improvement, change management, service excellence and/or adult educational with demonstrated ability to drive results Other Skills/ Knowledge:Excellent interpersonal and communication skills. Solid computer skills, including proficiency with Microsoft software. Strong analytical and problem-solving skills, with the ability to be detail oriented.
Ability to gather and interpret data relevant to complex patient care problems. Maintains advanced skills in information technology and programs. Strong problem-solving skills to work with leadership, providers, staff and administration and to recommend and implement changes.
Effective written and verbal communication. Demonstrates resilience and emotional intelligence in a dynamic environment, which may occasionally involve managing high-stress interactions or de-escalating challenging customer situations.
Master's degree in business, healthcare management or related field Licensure/ Certification: Certified Patient Experience Professional (CPXP) issued from The Beryl Institute's Patient Experience Institute (PXI)OSF HealthCare is an Equal Opportunity Employer.