Job Description

Thanks for your interest in Children's Mercy!

Do you envision finding a meaningful role with an inclusive and compassionate team? At Children’s Mercy, we believe in making a difference in the lives of all children and shining a light of hope to the patients and families we serve. Our employees make the difference, which is why we have been recognized by U.S. News & World Report as a top pediatric hospital, for eleven consecutive years.

Children’s Mercy is in the heart of Kansas City – a metro abounding in cultural experiences, vibrant communities and thriving businesses. This is where our patients and families live, work and play. This is a community that has embraced our hospital and we strive to say thanks by giving back. As a leader in children’s health, we engage in meaningful programs and partnerships throughout the region so that we can improve the lives of children beyond the walls of our hospital.

Overview

The Patient Experience Specialist is responsible for partnership with key stakeholders and departments and offers improvement project consultation using key data to support patient experience and family engagement. This individual oversees the programs and systems evaluating the organization and provides subject matter expertise in ensuring an exceptional patient experience. The Patient Experience Specialist delivers essential information through the management of simple data requests and the coordination of complex requests to facilitate decision making in the implementation of patient and family centered improvements in quality, safety, and experience. In addition, this individual will support the activation, identification and facilitation of measurement and improvement best practices to aid in improving the overall patient experience.

At Children’s Mercy, we are committed to ensuring that everyone feels welcomed within our walls. A successful candidate for this position will join us as we strive to create a workplace that reflects the community we serve, as well as our core values of kindness, curiosity, inclusion, team and integrity.

Responsibilities

• The Patient Experience Specialist supports and organizes the daily management and upkeep of patient experience measurement programs.
• The Patient Experience Specialist provides relevant data and coaches experience improvement efforts across the health system.
• The Patient Experience Specialist serves as a subject matter expert in the advancement of patient and family experience throughout the organization and manages the creation, upkeep and maintenance of supportive programs and materials.

Qualifications

• Bachelor's Degree and 3-5 years experience Demonstrated excellent skills in problem solving, service recovery and process improvement, leading and coaching others, verbal and written communication, and an ability to work independently. Ability to manage specific computer applications that capture customer feedback and log appropriate follow-up.

Benefits at Children's Mercy

The benefits plans at Children’s Mercy are one of many reasons we are recognized as one of the best places to work in Kansas City. Our plans are designed to meet the changing needs of our employees and their families.

Starting Pay

Our pay ranges are market competitive. The pay range for this job begins at $25.52/hr, but your offer will be determined based on your education and experience.

Remote Work/Work from Home

This is an intermittent remote position, which means that the person hired will work with his or her manager to determine a schedule that includes both at home and on-site hours at a Children’s Mercy location. The incumbent must live in the Kansas City metro area.

EEO Employer/Disabled/Vet

Children’s Mercy hires individuals based on their job skills, expertise and ability to maintain professional relationships with fellow employees, patients, parents and visitors. A personal interview, formal education and training, previous work experience, references and a criminal background investigation are all factors used to select the best candidates. The hospital does not discriminate against prospective or current employees based on the race, color, religion, sex, national origin, age, disability, creed, genetic information, sexual orientation, gender identity or expression, ancestry or veteran status. A drug screen will be performed upon hire. Children’s Mercy is smoke and tobacco free.

CM is committed to creating a workforce that supports the diverse backgrounds of our patients and families. We know that our greatest strengths come from the people who make up our team, so we hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our hospital stronger and our patient care more compassionate.

If you share our values and our enthusiasm for service, you will find a home at CM. In recruiting for our team, we welcome the unique contributions that you can bring, including education, ideas, culture, and beliefs.

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