Patient Experience Specialist

This role will meet with patients and/ or correspond via the phone.  Primary duty is to intake and facilitate the responses to patient/ caregiver complaints and grievances.

The Patient Experience Specialist collaborates with departments and divisions (physicians, operational leaders and frontline staff) in responding to patient concerns that are received via letter, website, comment card, in-person or telephone. Serves as a liaison between customers, patients and/or their families and Mayo Clinic (i.e., support, clinical departments, and administration) and provides insight and information as it relates to service recovery and complaint management processes. Provides a specific channel through which patients can seek solutions to problems, concerns, and unmet needs, in both outpatient and inpatient settings.

 These concerns are frequently emotionally charged and complex in nature requiring investigative work on the part of the Patient Experience Specialist. The emotionally charged nature of this work requires empathic and relationship-centered communications with patients and families including face-to-face meetings, phone calls, and letter correspondence. As follow-up to the initial intake from patients and families, there is investigative work to research patient complaints, professional correspondence with Mayo Physician and Administrative leadership, resolution coordination, and professional-level documentation summarizing the case and resolution within the Midas database. 

This work requires an understanding of associated regulatory and legal requirements and proficiency with all patient-related electronic medical record applications. In addition, requires broad organizational awareness to perform quality analysis and research of patient complaints. May be assigned to help create complaint data reports and share metrics, which may include complaint and other quantitative/qualitative data. May assist with service recovery training. May assists in a service role through institutional projects as directed and approved by the Patient Experience Manager.

This position is hybrid must live within driving distance to the campus.

**This vacancy is not eligible for sponsorship / we will not sponsor or transfer visas for this position.

During the selection process, you may participate in an OnDemand (pre-recorded) interview that you can complete at your convenience. During the OnDemand interview, a question will appear on your screen, and you will have time to consider each question before responding. You will have the opportunity to re-record your answer to each question - Mayo Clinic will only see the final recording. The complete interview will be reviewed by a Mayo Clinic staff member and you will be notified of next steps.

Bachelor's degree required plus two years of experience in healthcare or related fields. 

Must gain in-depth knowledge of the Mayo Clinic Enterprise and its operations. Requires strong written communication skills and relationship-centered care or interpersonal skills: listening, speaking, rapport building, empathy, conflict resolution/negotiation, complaint management, facilitation, and problem solving and crisis intervention. Demonstrated successful collaboration and teamwork with colleagues within the work area and at all levels of an organization. Able to tolerate an ambiguous, fast-paced, demanding and constantly changing work environment while maintaining strong critical thinking, communication and organizational skills. Must be able to analyze information and data and have knowledge of computer tools. May require proficiency in the use of: MICS, Health Quest, EMR, Midas Plus, and Internet/Intra-net. Confidentiality, professionalism, and problem solving are essential. Empathic communicator, organized and a commitment to the Mayo Clinic Values. Flexibility and desire to assist patients and the work team as needed.

Why Mayo Clinic
Mayo Clinic is top-ranked in more specialties than any other care provider according to U.S. News & World Report. As we work together to put the needs of the patient first, we are also dedicated to our employees, investing in competitive compensation and comprehensive benefit plans – to take care of you and your family, now and in the future. And with continuing education and advancement opportunities at every turn, you can build a long, successful career with Mayo Clinic.
Benefits Highlights

• Medical: Multiple plan options.
• Dental: Delta Dental or reimbursement account for flexible coverage.
• Vision: Affordable plan with national network.
• Pre-Tax Savings: HSA and FSAs for eligible expenses.
• Retirement: Competitive retirement package to secure your future.