The Patient Experience Specialist (PES) will be an initial point of contact for patient feedback and behavioral incidents. The PES is responsible for ensuring excellence in service delivery recovery and in resolution of patient concerns and issues. To this end, they carry out or facilitate the resolution of patient issues, including communication with patients in person, by phone, and/or in writing. The PES assists the Patient Support Manager in the investigation, resolution and documentation of patient feedback, facilitates the development of action plans to address patient feedback and suggestions, facilitates patient satisfaction surveys and other patient feedback mechanisms, and participates in other continuous quality improvement efforts. The PES works closely with the Patient Experience Manager and the Patient Experience Team and is skilled at implementing directives independently. Callen-Lorde’s is open Monday through Saturday.  This is a full-time position with morning, afternoon and evening hours.

• Master of Social Work degree or related field preferred, or relevant experience
• Minimum of 3 years’ work experience in a health care setting
• Experience working with diverse populations, including LGBT and persons with addiction histories

Desired Characteristics, Skills

• Ability to handle confidential and sensitive information
• Excellent customer service skills; including the ability to handle difficult and escalated people in a constructive manner
• Strong communication and interpersonal skills, including listening, writing and public speaking
• Strong analytical skills and problem-solving abilities
• Commitment to diversity, equity and inclusion work and creating an anti-racism and anti-oppressive culture in the work environment.
• Strong computer skills, including familiarity with database systems and MS OFFICE (Word, Excel and PowerPoint, Access)
• Commitment to the mission of Callen-Lorde
• Bilingual (Spanish/English) preferred.