Senior Patient Experience Specialist

Shift:Monday - Friday, 8 a.m. to 4:30 p.m.
Department: Office of Patient Experience
Compensation:

* Base Pay Range: $22.00 - $34.74 per hour, based on experience.

ABOUT THE JOB

MU Health Care is looking for a passionate and strategic leader to join our team as a Senior Patient Experience Specialist-someone who thrives on making a meaningful difference in patients' lives every day. We're seeking a compassionate, collaborative, and forward-thinking individual who excels in building relationships, driving positive change, and advocating for equity and inclusion in patient care. The ideal candidate is energized by problem-solving, deeply attuned to the voices of patients and families, and inspired to lead transformative initiatives that enhance the care experience across our organization. If you're a proactive, mission-driven professional with strong emotional intelligence and a commitment to continuous improvement, we want to hear from you. At MU Health Care, you'll find a dynamic environment where your voice matters, your work has purpose, and your impact is felt across the system. Join us in shaping the future of patient-centered care.

ABOUT MU HEALTH CARE

At MU Health Care, we have an inspired, hard-working and collaborative environment driven by our mission to save and improve lives. We believe anything is possible and rally around solutions. We celebrate innovation and offer opportunities to be a part of something bigger - to have a voice and role in the work that is serving our community and changing the field of medicine.

Our academic health system - the only in mid-Missouri - is home to multiple hospitals, including the region's only Level 1 Trauma Center and region's only Children's Hospital as well as over 90 specialty clinics. Here, you can define your career among our many clinical and nonclinical positions - with growth, opportunity and support every step of the way.

Learn more about MU Health Care.

Learn more about living in mid-Missouri.

EMPLOYEE BENEFITS

* Health, vision and dental insurance coverage starting day one

* Generous paid leave and paid time off, including nine holidays

* Multiple retirement options, including 100% matching up to 8%and full vesting in three years

* Tuition assistance for employees (75%) and immediate family members (50%)

* Discounts on cell phone plans, rental cars, gyms, hotels and more

* See a comprehensive list of benefitshere.

DETAILED JOB DESCRIPTION

* Serve as the organization's Section 1557 Coordinator by leading efforts to ensure compliance with the Affordable Care Act (ACA) non-discrimination requirements, monitoring and reporting adherence to language access, accommodations, and accessibility standards, and collaborating with legal, compliance, and healthcare teams to align policies with regulatory requirements and best practices.

* Lead and support patient experience initiatives and cross-functional projects by collaborating with leadership and multidisciplinary teams to identify improvement opportunities based on patient feedback and performance data, driving alignment with organizational goals, quality improvement, patient safety, and communication strategies. Integrate patient and family feedback into patient experience strategies, operational improvements, and clinical care planning. Promote continuous service delivery improvement through data-driven decision-making.

* Lead the Patient and Family Advisory Council (PFAC) by managing membership, coordinating meetings, and ensuring alignment with Patient Safety and Systems Management (PSSM) requirements.

* Assist in identifying, developing, and implementing internal system and process improvements by collaborating with IT, hospital administration, and clinical teams to optimize patient-facing systems such as scheduling, communication, billing, and follow-up. Analyze operational challenges and recommend solutions to enhance patient satisfaction and operational efficiency.

* Support the design and implementation of training programs that promote patient-centered care by working with department leadership to address clinical and non-clinical staff training needs, mentoring and coaching team members, and fostering continuous learning to enhance service delivery organization-wide.

* Address complex or escalated patient concerns, providing staff guidance on conflict resolution and customer service, and leading efforts to identify and resolve root causes of recurring patient issues to prevent recurrence and improve satisfaction.

* Serve as a resource on payer and billing requirements by partnering with billing and financial services teams to educate patients on financial obligations and insurance coverage, assisting with billing-related inquiries, and supporting resolution of discrepancies, claims, or financial assistance concerns.

* Act as a liaison between the Patient Experience department and other internal and external stakeholders by promoting cross-functional collaboration to enhance patient care, working with leadership to align initiatives with organizational priorities, and fostering strong relationships that support a positive and inclusive patient-centered environment.

* Monitor and report on patient satisfaction metrics by preparing regular updates for leadership on departmental performance, initiatives, and impact, and using data insights to inform decision-making and drive continuous improvement in patient care delivery.

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REQUIRED QUALIFICATIONS

* Bachelor's degree in a relevant area.

* Three (3) years of experience in healthcare, patient-centered care, patient experience, or quality improvement.

PREFERRED QUALIFICATIONS

* Master's degree.

* Additional license/certification requirements as determined by the hiring department.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met with or without reasonable accommodation. The performance of these physical demands is an essential function of the job. This position is very active and requires ambulating, reaching, and moving objects weighing up to and over 20 lbs. This role also routinely comes into contact with patients who may have contagious illnesses. This position is in a health care facility open 24 hours a day, 365 days a year. Rotating shifts as well as holiday and work during inclement weather will be required.

The University of Missouri is an Equal Opportunity Employer.