Winona Health Visa Sponsorship USA

Patient Experience Specialist

Business Services Department

1.0 FTE, 80 Hours a Pay Period

Days, Hours between 8 am – 5 pm

Weekends: No

Holidays: No

Position Overview:

The Patient Experience Specialist investigates, resolves, documents, and reports organization-specific patient and visitor compliments and concerns to leadership and caregivers. This role develops, implements, and participates in customer service and patient relations initiatives. Provides monthly reporting on active, closed, and outstanding cases.

Essential Duties & Responsibilities:

• Facilitates resolution of complaints, grievances, and requests by patients and visitors.
• Works directly with patients or family members to resolve concerns, which may include calling their insurance company when needed.
• Respond to suggestions and compliments submitted by patients and provide positive reinforcement to involved caregivers.
• Document patient/visitor concerns to include patient demographic data, synopsis of incident, actions taken to resolve, and outcome; input into Winona Health’s incident tracking database. Compose letters or e-mails to patients, visitors, and other stakeholders ensuring grammatical accuracy and according to the terms of the Winona Health grievance policy.
• Coordinate interventions/services/follow-up with Winona Health leadership and Risk Management.
• Identify systems related problems, via patient/visitor data, and work collaboratively with leadership and caregivers to resolve.
• Analyze complaint/grievance data and provide monthly reporting.
• Support a patient/customer-focused culture.
• Participate on committees, work groups, and/or process improvement teams that improve patient/customer satisfaction.
• Perform other duties as assigned.

Supervisory Responsibilities:

No direct reports

Skills and Experience:

Required:

• Bachelor’s degree or four years of equivalent work experience in related field
• Minimum of 3 years of customer service experience, preferably in a health care setting
• Knowledge of health insurance, understanding the basics of deductibles, co-payments, and co-insurance
• Ability to communicate effectively
• Advanced computers skills in Microsoft Word and Outlook

Summary of Benefits at Winona Health:

At Winona Health, we are dedicated to offering a comprehensive and affordable benefits package for our employees and their families. While benefits may vary based on employment classification and job status, the following key benefits are available:

Health Insurance: Options for medical, dental, and vision coverage, as well as mental health support and wellness incentives

Income Protection: Short and long-term disability, plus additional benefits like accident, critical illness, hospital indemnity, legal assistance, and identity protection plans

Retirement Planning: Access to a 403(b) retirement plan with employer contributions once eligibility requirements are met

Work/Life Balance: Flexible scheduling, paid time off, and earned sick time to support personal well-being

Education & Development: Paid training, tuition reimbursement, scholarships, and sponsored seminars to foster both personal and professional growth

Employee Discounts: Special offers with local businesses, including the YMCA and cell phone providers

For more details or specific information, visit our website or contact Human Resources

Internal Applicant Policy:

It is the policy of Winona Health to work with employees in an equitable fashion regarding promotions, transfers, and position reclassifications.

Any employee wishing to apply for another available position at Winona Health must submit an application for consideration through the internal application portal. Employees requesting to change positions should have successfully completed at least six (6) months in their current position. Employees currently in the formal disciplinary process may be required to meet with the Director of Human Resources to determine eligibility to request transfer. The employee’s past performance, experience, training and qualifications will be considered in transfer/hiring decisions. Consideration for transfer or promotion is not a guarantee of transfer or promotion. Employees may be given a chance to interview for a position when they meet the minimum position qualifications.

Disclaimer:

Winona Health is an equal opportunity employer. Winona Health does not refuse to hire, discharge, or discriminate against a person with respect to tenure, compensation, terms, upgrading, conditions, facilities, or privileges of employment because of race, color, creed, religion, sex, age, national origin, marital status, genetic information, status with regard to public assistance, membership in a local discrimination commission, sexual orientation, disability, veteran status, or any other prohibited basis of discrimination under applicable local, state, or federal law. Winona Health does not tolerate retaliation against any employee, patient/resident, physician, or other individuals pursuing concerns regarding Civil Rights issues. Winona Health adheres to ALL pertinent governmental policies and legislation including the Civil Rights Act of 1964, Title VII, as amended, and the Minnesota Human Rights Act.