Patient Experience Nurse Specialist

SUMMARY: The role of the Patient Experience Nurse Specialist is to provide support for all patients of NKCH through Patient Experience rounding, surveillance of Patient Satisfaction vendor tools, assisting patients with complaints/grievances, surveillance of all patient feedback tools, identifying trends and initiating performance improvement, providing hospital wide patient education on improving the patient experience and creating patient communication documents. The Patient Experience Nurse Specialist will provide customer service support for all NKCH patients and visitors by receiving patient complaints and properly managing concerns in compliance with CMS regulatory guidelines.

EXPERIENCE: Minimum five years� experience in hospital nursing. Presentation and training skills required.

SPECIAL SKILLS: Must demonstrate clinical competence in critical thinking, problem solving, and interpersonal relationships with members of the healthcare team and patients/visitors. Excellent written and oral communication skills related to service recovery are essential. This position requires empathic listener with excellent bedside manner with patients and family members. Patient advocacy/customer service recovery experience skills.

OTHER: Exceptional computer software skills, excellent proficiency in all Microsoft Office tools, including Excel and Word. 

LICENSE/CERT: Required: RN (Registered Nurse) State of Missouri

EDUCATION: Required: Bachelors - Nursing