Job Description
The Consumer Experience Specialist at Beacon Health System serves as a primary point of contact for patients, families, or consumers with complaints, concerns, or questions. They identify, investigate, and alleviate concerns from escalating to grievances, which may result in review by regulatory agencies. This role collaborates with multidisciplinary teams to reduce adverse experience outcomes and enhance patient satisfaction, supporting Beacon's mission to deliver exceptional care and build brand loyalty. MISSION, VALUES and SERVICE GOALS MISSION: We deliver outstanding care, inspire health, and connect with heart. VALUES: Trust. Respect. Integrity. Compassion. SERVICE GOALS: Personally connect. Keep everyone informed. Be on their team. Represents Beacon administration to patients, patient's families, or visitors who have complaints, concerns or questions regarding services provided at Beacon Health System, and assists in coordinating or directly working on Incidents that happen at all locations by: Lead investigations into patient and family concerns received via phone, email, online forms, etc. Collaborate with local teams and leadership to resolve service issues and ensure regulatory compliance. Mentor managers in complaint investigations across service lines and business units. Notify leadership of events with potential regulatory, legal, or reputational implications. Stay current on best practices in patient experience, safety, and regulatory standards (e.g. CMS, The Joint Commission). Objectively listen to and address patient and family concerns. Represent Beacon values in all service recovery efforts. Document all feedback (compliments, complaints, grievances, suggestions) using a feedback management system. Writing appropriate response letters