Through effective interventions, the Care Experience Specialist (CXS) serves as the first resource for a patient, family, or consumer, concern or inquiry. They identify, investigate, and mitigate point-of-care concerns from escalating to grievances which may result in review by regulatory agencies. The CXS collaborates with multidisciplinary teams to reduce and prevent adverse experience outcomes, thereby minimizing the risk of increased suffering to patients and families. The CXS duties and responsibilities support patient loyalty which helps build the Henry Ford Health brand locally and nationally. Education & Experience Bachelor's degree required or 1-3 years of equivalent experience in direct intervention and management of customer experience, risk, and safety events. Experience leading multidisciplinary process improvement initiatives as a team leader or project facilitator preferred. Skills & Qualifications Strong commitment to service excellence. Excellent verbal and written communication skills with the ability to communicate effectively with diverse internal and external populations. Strong critical thinking skills with the ability to identify and guide process improvement opportunities. Excellent interpersonal, negotiation, diplomacy, conflict resolution, and customer service skills. Ability to de-escalate difficult situations and provide a calming presence for upset patients, families, or team members. Proficient in using information technology to communicate, manage information, and support decision-making. Ability to independently manage multiple priorities and meet competing deadlines. Flexible and able to work effectively in a collaborative, team-based environment. Ability to interpret and apply policies, procedures, and regulations related to patient experience, quality, risk, and safety. Ability to recognize psychosocial factors affecting patients and families and connect them with appropriate internal resources. Proficient in Microsoft Word, Excel, PowerPoint, Outlook/email, and internet navigation.

Additional Information Organization:

Corporate Services Department:

Care Experience Shift:

Day Job Union Code:

Not Applicable Additional Details This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above. Overview Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services - from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford's care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation's most respected academic medical centers and is leading the

Future of Health:

Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus. Learn more at henryford.com/careers. Benefits The health and overall well-being of our team members is our priority. That's why we offer support in the various components of our team's well-being: physical, emotional, social, financial and spiritual. Our Total Rewards program includes competitive health plan options, with three consumer-driven health plans (CDHPs), a PPO plan and an HMO plan. Our team members enjoy a number of additional benefits, ranging from dental and eye care coverage to tuition assistance, family forming benefits, discounts to dozens of businesses and more. Employees classified as contingent status are not eligible for benefits. Equal Employment Opportunity/Affirmative Action Employer Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health is committed to the hiring, advancement and fair treatment of all individuals without regard to race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height, weight, marital status, family status, gender identity, sexual orientation, and genetic information, or any other protected status in accordance with applicable federal and state laws.