Patient Experience Specialist - Insight & Resolution

Description

About CLS Health

CLS Health is a growing healthcare system in Houston, Texas that is taking a different approach to healthcare. We are a physician-led healthcare group that focuses on providing patients with holistic, multispecialty care. We're a dynamic team on a mission to provide better healthcare options for Houstonians!

Job Summary:

The Patient Experience Specialist plays a critical role in managing, investigating, and resolving patient complaints while identifying system-wide opportunities to improve service delivery and patient satisfaction. This role requires strong analytical skills, attention to detail, and extensive cross-departmental collaboration.

The Specialist is responsible for accurately logging, reviewing, researching, escalating, and closing patient concerns while ensuring appropriate documentation, follow-up, and reporting. The role also contributes to audits, trend analysis, and improvement initiatives that strengthen the overall patient experience across CLS Health.

Key Responsibilities:

• Accurately document all new complaints in the Excel-based tracking system, ensuring complete and correct patient identification, often requiring additional investigation when information is incomplete or inaccurate.
• Manage high complaint volumes efficiently while maintaining accuracy and attention to detail.
• Careful analysis of complaint details and patient feedback.
• Retrieval and review of all relevant documentation
• Listening to and reviewing multiple call recordings when necessary to fully understand patient concerns.
• Comparing patient feedback with documented information to identify gaps, discrepancies, or process failures.
• Determine whether patient concerns have already been resolved prior to escalation.
• When unresolved, prepare and send detailed, well-documented communications to Clinic Leads and Operations Managers outlining the concern, findings, and required actions.
• Perform consistent follow-up with unresponsive stakeholders and escalate appropriately to ensure closure and accountability.
• Coordinate resolution across multiple departments when complaints span clinical, operational, or administrative areas.
• Conduct in-depth reviews that uncover systemic or recurring issues impacting patient experience.
• Identify issues such as incorrect contact information, unmonitored voicemail boxes, or unclear call ownership and collaborate with Marketing, IT, and clinic teams to implement solutions.
• Perform call audits and service reviews (e.g., auditing 25+ VMAs within defined time frames).
• Prepare summaries, findings, and corrective recommendations for leadership.
• Track low Net Promoter Score (NPS) trends and recurring complaint themes.
• Provide insights and data to leadership to support informed decision-making and performance improvement initiatives.
• Travel to other CLS Health locations as needed.
• Perform other duties as assigned.

Requirements

• Adept at queries, writing reports, and making presentations.
• Team-working skills
• Strong communication and interpersonal skills, with the ability to interact effectively with patients, families, and healthcare professionals.
• Knowledge of healthcare regulations, quality improvement methodologies, and patient experience best practices.

Education and Experience:

• Bachelor's degree in healthcare administration, business administration, or Master’s degree preferred
• At least two years in Data Processing, with at least two years of experience with database management systems

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.