Patient Experience Specialist

About the position

Provides investigation, support and guidance in identifying, protecting and returning lost or unclaimed valuables and personal items found or broken at Springfield Memorial Hospital. Uses strong communication and de-escalation skills to respond to concerns and complaints in writing, in-person and over the phone. Embodies the Memorial Health System Values of Safety, Integrity, Quality, Stewardship.

Responsibilities

• Investigate reports of lost items with a focus on stewardship of accessibility devices such as dentures, hearing aids, glasses, wheelchairs, etc.
• De-escalate patients and visitors in accordance with departmental policy and organizational values.
• Listen and respond to voicemails, e-mails, Halo messages and fax referrals for missing or broken items with professionalism and compassion.
• Round regularly to collect items from the missing belongings totes in units.
• Act as the primary point of contact that works directly with patient or family members to locate missing items and if found, attempt to get the belongings to the owner.
• Gather feedback from department leaders for missing items, including asking the leader to follow up with the patient's care team on missing item.
• Use electronic health record to help gather information and document all lost and found.
• Review surveillance footage as necessary.
• Assist with items damaged or broken by SMH colleague, including taking a report from the patient or family member and discussing the case with colleague's manager.
• Handle the reimbursement of missing items that includes diligence to locate missing items and if found attempt to get the belongings to the owner.
• Maintain the missing belonging closet by keeping it clean and organized, including maintaining the process for retention and disposal of items.
• Carefully handle and monitor 'Lost ADL (Activities of Daily Living) Property Items' such as hearing aids, canes, dentures, etc.
• Embodies the Memorial Health System Values of Safety, Integrity, Quality, and Stewardship that support our mission, vision and values.
• Performs other related work as required or requested.

Requirements

• High School diploma required; Bachelor's preferred.
• Minimum of 2 years' experience in security, hospital customer service or related field required; 5 years preferred.
• Excellent verbal skills required to interact with patients, physicians, leaders, nursing team and others.
• Shows compassion and listens to patients while remaining calm and neutral.
• Ability to conduct self in a manner consistent with the warm and caring image of Springfield Memorial Hospital.
• Basic computer skills required.
• Excellent organizational skills required.
• Reception and telephone skills required.
• Moderate physical effort.