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Patient Experience Specialist - (73472)

Universal Health Services
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Deltek Talent Management - Patient Experience Specialist - (73472)

Job Details

Patient Experience Specialist - (73472)

Facility Name
Rockford Center
NEWARK, DE 19713 US (Primary)
Career Area
Support & Entry Level
Customer Service
Job Description

One of the nation’s largest and most respected hospital companies, Universal Health Services, Inc. (UHS) has built an impressive record of achievement and performance. Steadily growing from a startup to an esteemed Fortune 500 corporation, UHS today has annual revenue nearing $10 billion. In 2017, UHS was recognized as one of the World’s Most Admired Companies by Fortune; ranked #276 on the Fortune 500, and listed #275 in Forbes inaugural ranking of America’s Top 500 Public Companies.

Our operating philosophy is as effective today as it was 40 years ago: Build or acquire high quality hospitals in rapidly growing markets, invest in the people and equipment needed to allow each facility to thrive, and become the leading healthcare provider in each community we serve.

Headquartered in King of Prussia, PA, UHS has more than 81,000 employees and through its subsidiaries operates more than 320 acute care hospitals, behavioral health facilities and ambulatory centers in the United States, Puerto Rico, the U.S. Virgin Islands and the United Kingdom.

Rockford Center is seeking a dynamic and talented Patient Experience Specialist.

Rockford Center is Delaware’s first private psychiatric facility and remains a leader in providing behavioral health care services and continues its commitment to providing quality health care.  Rockford Center, a 138-bed acute psychiatric hospital continues to provide a full continuum of behavioral health services to geriatrics, adults, adolescents, and children.

The Patient Experience Specialist will coordinate the court/commitment process and improve patient experience during the course of treatment.

Key Responsibilities include:

  • Responsible for maintaining liaison between the patients and the hospital to provide channels for communication and complaint resolution.
  • Carry out Patient Advocate duties related to patient/family complaints and follow-up.
  • Tracks, trends and analyzes customer service and complaint data; reports this information as appropriate to hospital committees, and uses this information to better the Patient Experience and Service Excellence Culture.
  • Completes outreach calls for new admissions to help orient family members to the course of treatment for their loved one.
  • Responsible for understanding, coordinating and monitoring compliance with the State of Delaware Involuntary Commitment process for both minors and adults.
  • Track and oversee documentation of the Emergency Detention process and Provisional Hospitalization process for both minors and adults.
  • Work with clinical and medical staffs to ensure involuntary detention process is consistent with Delaware State Law.
  • Effectively communicate involuntary detention process with the Department of Justice system.
  • Maintain the confidentiality of all patient, client, and facility information at all times, both while on and off duty.
  • Communicate effectively at all levels (internal/external) and expressing ideas and information clearly and concisely in verbal and written form.
  • Actively contribute to the morale and teamwork of the staff and facility and always presenting a positive and patient-minded vision, with patient satisfaction as the continuing goal.
Job Requirements


Position Requirements:

  • Bachelor’s Degree in Psychology or similar. 
  • Previous experience in behavioral health preferred.
  • Strong communication skills
  • Excellent customer service and organization skills
  • Highly effective listening skills




This opportunity provides the following:


  • Challenging and rewarding work environment

  • Growth and development opportunities within UHS and its subsidiaries

  • Competitive Compensation

  • Excellent Medical, Dental, Vision and Prescription Drug Plan

  • 401k plan with company match

  • Generous Paid Time Off

UHS is a registered trademark of UHS of Delaware, Inc., the management company for Universal Health Services, Inc. and a wholly-owned subsidiary of Universal Health Services, Inc. Universal Health Services, Inc. is a holding company and operates through its subsidiaries including its management company, UHS of Delaware, Inc. All healthcare and management operations are conducted by subsidiaries of Universal Health Services, Inc. To the extent any reference to "UHS or UHS facilities" on this website including any statements, articles or other publications contained herein relates to our healthcare or management operations it is referring to Universal Health Services' subsidiaries including UHS of Delaware. Further, the terms "we," "us," "our" or "the company" in such context similarly refer to the operations of Universal Health Services' subsidiaries including UHS of Delaware. Any employment referenced in this website is not with Universal Health Services, Inc. but solely with one of its subsidiaries including but not limited to UHS of Delaware, Inc.


UHS is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at UHS via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of UHS. No fee will be paid in the event the candidate is hired by UHS as a result of the referral or through other means.

Posted: 2019-03-21 Expires: 2019-04-20

Universal Health Services

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Patient Experience Specialist - (73472)

Universal Health Services
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