Job Description

The Patient Experience Specialist acts as a liaison between patients and NEMS clinic staff to improve care quality. They assist patients with questions and processes at NEMS locations. The position includes providing feedback to boost CAHPS scores, supporting staff with service initiatives, and ensuring a positive and welcoming environment for patients and families to improve their overall patient journey.

ESSENTIAL JOB FUNCTIONS:

• Act as the point of contact for patients, families, and visitors upon arrival at clinic.
• Greets patients as they walk into the clinic.
• Helps patients to navigate the check-in process.
• Directs patients to the kiosk and/or front desk area to check in. Check in patients directly, as needed.
• Informs patients which floor(s) and/or areas in the clinics to go to see providers and complete related check-in processes.
• Surveys waiting rooms to make sure patients are not waiting too long.
• Works with Front Desk and Medical Assistants for updates if patients are waiting too long.
• De-escalate conflict and challenging scenarios.
• Identify and provide feedback on trends to enhance patient satisfaction and improve CAHPS scores.
• Promote and lead a culture of empathy and service excellence.
• Performs other job duties as required by manager/supervisor.

Qualifications:

• Associate’s degree is required. Bachelor’s degree preferred.
• Experience in a healthcare or high-quality customer service setting is preferred.
• Excellent verbal and non-verbal communication skills.
• High levels of empathy, emotional intelligence, and conflict resolution skills.
• Professional and courteous behavior via communication and dress code.
• Tremendous problem-solving skills.
• Ability to de-escalate tense and difficult situations.
• Experience with Microsoft Office suite and technology preferred.
• Experience in electronic health record systems (EPIC) is a plus.
• Quick learner to understand the workflows in the respective clinics.
• Must travel between NEMS locations to provide coverage as needed.

LANGUAGE:

• Must be able to fluently speak, read and write English.
• Fluent in Chinese (Cantonese and/or Mandarin), Vietnamese, Spanish and other languages is highly preferred, depending on location.
• Fluency in other languages is an asset.  

STATUS:

• This is an FLSA Non-exempt position.
• This is not an OSHA high-risk position.
• This is a Full Time/Temp position.

NEMS is proud to be an Equal Opportunity Employer welcoming diversity in our workforce. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

NEMS BENEFITS: Competitive benefits, including free medical, dental and vision insurance for employee, spouse and/or children; and company contribution to 401(k).

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