Patient Experience Specialist

Additional Information About the Role

• Barnes-Jewish Hospital has a work opportunity for a Patient Experience Specialist. This role is an integral part of the organization, and works to manage formal patient/family complaints.
• Training for the position will be onsite at Barnes-Jewish Hospital and will also support Barnes-Jewish Hospital West County.
• This is a full time, hybrid position with onsite requirements at both Barnes-Jewish Hospital and Barnes-Jewish Hospital West county.

Barnes-Jewish Hospital is the St. Louis region’s top adult hospital. Formed from the merger of the former Barnes and Jewish Hospitals to become Missouri’s largest hospital, it continues the traditions of its predecessors along with its partner, Washington University School of Medicine, in providing cutting-edge treatments, educating future medical professionals and working to make our community as healthy as it can be.

For over two decades Barnes-Jewish Hospital has been ranked on the U.S. News & World Report Best Hospitals Honor Roll. In 2021, Barnes-Jewish ranked 17th overall with 11 specialties being ranked. The hospital was also the first hospital in Missouri to be designated as a Magnet® hospital in 2003 by the American Nurses Credentialing Center for excellence in nursing and has been redesignated consistently since.

Barnes-Jewish Hospital is a teaching hospital staffed by more than 1,500 Washington University Physicians, the clinical practice for the Washington University School of medicine. The academic medicine partnership has developed many treatments and procedures that are now common across the globe.

Manages the resolution process for patient/family formal complaints. Ensures patient rights are protected as defined by regulation, and in accordance with the hospital mission, vision, values and policy. Primary role is that of objective liaison to patients, family members, physicians and leaders to investigate and resolve patient/family formal complaints accordingly to regulatory requirements.

• Responsible for developing, implementing and coordinating the program.
  • Acts as the central recipient for formal patient complaints and manages the resolution process to ensure objective standards are upheld.
  • Meets independently with patients and family members to conduct formal complaint interviews, assist with health care navigation questions, and provide investigatory follow-up to patients/families.
  • Coordinates and conducts thorough, objective investigations and prepares appropriate written and/or verbal responses to patients and/or families according to federal regulations and hospital policy.
  • Works with leaders to ensure a thorough review process so findings are complete and according to regulatory standard; including careful research of the medical record, allegation documents, interview summaries, etc.
  • Reports findings to organizational leaders.
• Manages the patient complaint database and analyzes and reports statistical trends.
• Develops complex care plans for patients and/or family members in complex medical/behavioral situations. Recommends process improvement strategies based on complex case trending.
• Partners with Risk Management to investigate complaints; and serves as back-up resource support.
  • Regularly reports issues to Risk Management to assess potential liability associated with complaints.
  • Collaborates on certain investigations that require both department’s involvement.•
• Develops, implements and sustains special projects and programs to enhance service culture.
  • Participates in strategy development, implementation and sustainment.
  • Participates in collaboration with other BJC Patient Experience-related departments to develop consistent policies, practices and programs across the enterprise.
  • Supports the manager in special program development and implementation to staff, physicians and community groups..

• Bachelor's Degree

- Business/Nursing/related

• 5-10 years

• 10+ years

• Cert/Lic in Area of Expertise

At…