About

Cost Center 162 Quality Scheduled Weekly Hours 40 Work Shift Shift & Status Who Are We? We at Pine Rest believe in the power of healing and that everyone in our community has the right to expert care for mental health and substance use disorders. We are much more than just the third largest non-profit behavioral health system in the country, our 220-acre main campus, and our network of clinical sites across Michigan. We are a tight-knit community of healers who witness the impact of our life-changing work each day. Each day, we are closing the gaps in access to care. We are innovating through leading-edge research, testing, programs, and treatment modalities that others replicate across the country. Our services include a state-of-the-art psychiatric urgent care center and a soon-to-be-built pediatric behavioral health center, outpatient, inpatient, partial hospitalization (day programs), assessment and testing, residential, addiction treatment and specialty services such as crisis response, employee assistance programs, forensic psychiatry and psychology, and neuromodulation. On-the-job educational programs for nurses, psychologists, advanced practice providers, psychiatrists, and chaplains are equipping the next generation of care providers. We are passionate about serving and are honored to be a part of this incredible work. What Will You Do? The Patient Experience Specialist is responsible for advocacy on behalf of individuals receiving care within Pine Rest Christian Mental Health Services, as well as leading, implementing, and coordinating initiatives to promote a positive care experience for patients and their support systems in partnership with clinical and non-clinical leadership, executive sponsors and the Quality Department. This position will work collaboratively within a team in Hospital & Acute Services to coordinate efforts, focus support where needed, and share best practices. The Patient Experience Specialist must work with a diverse group of caregivers to successfully plan and execute projects/programs ensuring alignment with the patient experience priorities of Pine Rest. The Patient Experience Specialist must demonstrate excellent customer service and have a passion for ensuring patients receive high quality care, while promoting the values of the program and the Pine Rest organization. Principal Duties and Responsibilities: Independently plans, organizes, and manages all processes for the patient experience program. The patient experience program consists of management of patient, employee, and other stakeholder experience. Recruit and partner with community members to serve and advise the Patient Experience Project and Family Advisory Committee Leads, coordinates and oversees the Patient Experience Project and Patient and Family Advisory Committee for Pine Rest. Works with leaders of the organization to design project teams and meetings, to ensure that all patient experience/advocacy initiatives remain on schedule. Collaborates with clinical teams, program staff, and administrative personnel to provide a multi-disciplinary approach to the patient experience program. Advocates for change related to patient experience program recommendations. Acts as a resource for evidence-based practices related to patient and stakeholder experience. Partners with the education department and organizational leadership to develop employee education for patient experience and advocacy. Meets individually and in groups with patients, families, and staff in an effort to continuously improve their experience. Uses a ‘seek to understand’ approach to help address problems and concerns. Manages the Complaint and Grievance process for the organization and collaborates with the Office of Recipient Rights, as needed. Leads analysis of patient data for patient experience program. Identify opportunities for improvement and recommend/implement solutions based on data analysis from patient satisfaction surveys. Responsible to role model the mission and values of the organization, presenting a professional image that is projected in appearance, attitudes and behaviors, time management and communication skills. Provides spiritual, emotional, social, mental and physical support to patients. Commitment to demonstrating the model of care in Hospital & Acute Services. Must maintain annual training and demonstrate competency in the required programmatic training. Performs other duties or functions as assigned. What Does This Role Require? Bachelor’s degree in nursing, social work, public healthcare administration, or related field preferred. 5 years+ equivalent experience, knowledge, skills, and abilities will be considered. Experience working with individuals, families, and community members to address problems and concerns as catalyst for change required. Process and quality improvement required. Experience with applicable computer software programs and/or ability to learn the systems. Demonstrated experience as a project manager, preferably related to customer and/or patient satisfaction, with the ability to effectively lead project teams and keep teams on task. What Benefits Do We Offer? Medical, dental, vision & life insurance plans 403(b) retirement match contribution by Pine Rest Generous PTO for full and part time employees Tuition assistance & loan forgiveness Employee Assistance Program offering many free and discounted services for therapy, legal, accounting, gym membership, etc. Partnership with Davenport University provides generous discount on tuition for employees and family members. Notice: Pine Rest provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. All new employees are subject to a criminal background check and education verification which may include sending a copy of your high school diploma, GED, or college transcripts. Successful completion of a drug screen prior to employment is also part of our background process. Evidence-Based Hiring At Pine Rest, we believe in nurturing our employees as holistic beings, understanding their unique strengths and potential to contribute to our team. Our commitment to evidence-based hiring practices ensures an equitable process and that we find the right fit for both our candidates and our organization. Why Assessments Matter As part of our comprehensive hiring process, we invite candidates to complete a series of assessments designed to provide valuable insights into their work preferences, personality traits, and cognitive abilities. These assessments are not just a crucial step in our screening process but also an opportunity for candidates to gain a deeper understanding of themselves. Our Assessments Personality Traits: 120 questions, approximately 20 minutes Career Interests: 90 questions, approximately 15 minutes Thinking Skills: 39 questions, approximately 20 minutes These assessments help us create a holistic profile of our candidates, allowing us to match their unique qualities with the right roles within our organization. This approach not only benefits us but also empowers candidates with self-knowledge that can be pivotal in their career journeys. The Benefit to You We value the time and effort you invest in completing these assessments. In return, you will receive: Personalized JOFI Job Fit Summary: Gain insights into how your strengths align with potential roles at Pine Rest. Exclusive Access to CareerNavigation.org: Use this resource to plan and navigate your career development now and in the future. Our assessments are designed to be user-friendly and can be completed on a computer, tablet, or mobile phone at your convenience. If access to technology is an issue, we invite you to visit our Human Resources department to complete the assessments. Committed to Your Success At Pine Rest, we are committed to creating a supportive and fulfilling work environment. Our evidence-based hiring practices reflect our dedication to finding and nurturing the best talent. Join us and discover how we can grow together! Apply Today Experience a hiring process that cares about you as a whole person! Apply today and take the first step towards a rewarding career with Pine Rest.