Patient Experience Specialist

You belong here! At Family Health West, you’re more than an employee, you’re family. 

When you enter our facility, you know it’s Family Health West because, well, the color speaks for itself. You’ll be part of a team that strives to bring color to care in a vibrant environment by creating fun, effective treatment programs helping to empower and inspire our patients while providing the tools and care they need to achieve their wellness goals. 

When we say you’ll do what you love, we mean it! Welcomed by open arms and warm smiles, you’ll join a team that encourages professional growth. We are sure to put on our listening ears when you share new ideas and approaches to care because that’s what got us to the top! You’ll wear your badge proudly, knowing that you contribute each day, to providing care that is unmatched, in western Colorado.

So, what are you waiting for?! Fill out the application now, and when you hit send do a little happy dance knowing that you just made our day. If it still sounds too good to be true, come see for yourself. Call us to schedule a tour and meet your new best friends!

About Family Health West

Our roots go deep -- founded by the community in 1946, it’s no wonder our hospital feels like coming home. We were built from the ground up with the hands of our own community, a labor of dedication and hope by our people, for our people, for the future. 

At Family Health West we go beyond what corporate hospitals deliver, we’ve created a culture of prosperity where warmth, passion, and care flourishes. As we focus on continually improving outcomes for patients, our network of healthcare providers includes a 25-bed critical access hospital, one of the largest rehab providers in western Colorado, outpatient surgical services, specialty clinics, emergency services, skilled nursing, and assisted living facilities.

Nestled at the base of the Colorado National Monument, Family Health West has an outdoor paradise at your back door. The community culture is fitting for outdoor lovers, bikers, hikers, or those just simply soaking in the panoramic views.

EDUCATION (must be required for position), LICENSE, CERTIFICATION and EXPERIENCE:
1. Education High School Diploma or equivalent preferred.
2. Licenses Certified Nursing Assistant preferred.
3. Certifications Certification as a Patient Experience Professional (CPXP) is required.
4. Experience 1-3 years related experience and/or training or equivalent combination preferred.

REQUIRED SCREENINGS
1. Drug Screen
2. Physical Assessment
3. Two-step Tuberculosis screen
4. Background check (Criminal, Civil, Educational, Previous Employment, etc.)
5. Driver Record screen (positions requiring on-the-job driving)

ESSENTIAL FUNCTION:
* Provides direct engagement and support to patients and families, ensuring individual needs are
acknowledged and addressed.
* Maintains reliable and punctual attendance; expected to report as scheduled.
* Communicates effectively and compassionately with patients, families, staff, and leadership.
* Understands and adheres to departmental philosophies, policies, and procedures.
* Conducts initial and ongoing informal assessments to remain informed of patient needs and potential
concerns.
* Participates in interdisciplinary rounding, patient care conferences (IDT), and daily inpatient huddles
as required, to communicate patient feedback, provide input relevant to patient satisfaction, and
advocate for resolution of concerns.
* Works with families to coordinate communication and pet visitation needs.
* Responds to staff reported concerns related to patient or visitor behavior.
* Addresses patient and family concerns, routing issues appropriately and coordinating with the Patient
Advocate/Manager when needed.
* Acts as a consistent advocate for patients and their families.
* Keeps daily attendance records of independent activity participation, as required.
* Serves as a backup for making follow-up calls to discharged patients, documenting feedback and
identifying service recovery opportunities.
* Reviews charts regularly to remain up-to-date on patient conditions and experiences.
* Performs daily rounding to check in with each patient and assess the quality of their experience.
* Assists in coordinating and escalating potential inpatient concerns to the Patient Advocate/Manager
* Collaborates with departments including but not limited to Nursing, Environmental Services, Rehab,
Social Work, Transportation, and Dietary to improve the overall patient experience.
* Assists with organizational wide Service Excellence initiative as requested, including clerical support.
* Monitors supplies and equipment, including tablets, chargers, and related resources.
* Assists with thank you notes for donations of items and/or services offered, including volunteers.
* Participates in professional organizations, workshops and conferences as allowed.
* Understands and observes Patient Rights and confidentiality policy
* Maintains awareness of safety practices and upholds a safe and respectful environment.
* Performs other job related duties as assigned.

Wage starts at $17.50

Full-time

Open until filled.

SCHEDULE:  

Core hours are Monday – Friday, 8:30 am – 5:00 pm  

Immunizations required for employment

FHW offers a full benefits package including:
FOR ALL EMPLOYEES:
Employee Assistance Program
403 (B) with 4% match from FHW and zero day vesting schedule
FOR FULL TIME EMPLOYEES WORKING AT LEAST 30 HOURS A WEEK
Medical Plan Options:
I. PPO plan with copay/coinsurance and lower deductible
II. High Deductible Health Plan with the option for a Health Savings Account.
III. Telemedicine includes in both plan options.
Dental
Vision
Life Insurance/ Accidental Death and Dismemberment Insurance
Disability Insurance with a Short and Long Term Option.
Critical Illness and Accident Plans
Cafeteria Options: Health Reimbursement/ Flex Savings / Dependent Childcare

A host of other options to include: Pet Insurance, Identity Protection, Travel protection,