eTeam Inc is seeking a travel nurse RN PCU - Progressive Care Unit for a travel nursing job in Detroit, Michigan.
Job Description & Requirements
- Specialty: PCU - Progressive Care Unit
- Discipline: RN
- Start Date: 11/03/2025
- Duration: 12 weeks
- 36 hours per week
- Shift: 12 hours
- Employment Type: Travel
Job Title: Care Experience Specialist (fully remote)
Facility's Location: Detroit, MI
Pay Rate: $26-$30/hr.
Duration: 13 weeks
Shift Hours: M-F 0800-1630; No weekends, no holidays.
Required Skills & Experience: ::
Candidates will be assisting the team that handles patient grievances and complaints.
Workers will be responsible for taking incoming phone calls, gathering all required information, and entering the case into the Cloud system prior to passing the case off to the permanent team for resolution.
The team currently consists of 5 employees who recieve an average of 100 calls per day with a 20-25 minute average call time.
Attention to detail and communication skills will be crucial for this placement.
Position is fully remote but candidates will be required to be local to pick up equipment.
Facility will provide a laptop, Meraki box, and headset.
Minimum internet network requirement is 20MBS upload and download to support base program requirements.
Required: High School Diploma or GED (Bachelors preferred),
Minimum 3 years experience in a similar role with high call volume and customer service skill
Attention to detail.
Candidates that are highly outgoing will be a good fit for this position.
Manager will likely be reaching out to candidates directly to interview.
Duties: Through effective interventions, the Care Experience Specialist (CXS) serves as the first resource for a patient, family, or consumer,
concern or inquiry. They identify, investigate, and mitigate point-of-care concerns from escalating to grievances which may result in review by regulatory agencies.
The CXS collaborates with multidisciplinary teams to reduce and prevent adverse experience outcomes, thereby minimizing the risk of increased suffering to patients and families.
PRINCIPLE DUTIES AND RESPONSIBILITIES:
• Leads an investigation of concerns or perceived service failures brought forth by patients and families which are received by phone, email, public submission, contact us forms, My Chart, etc.
• Communicates and collaborates with Care Experience Consultant, local teams and/or leadership to resolve service concerns. Ensures all aspects of regulatory compliance are met and closes cases, once complete. For service lines, clinics, and business units, independently assists and mentors managers with complaint event investigations.
• Apprises leadership of any compromising events with the potential for regulatory review, legal or patient safety implications, and/or negative publicity.
• Participates in self-education related to Exceptional Patient Experience, Patient-Centered Care, and Patient Rights and Responsibilities with Press
Ganey, The Joint Commission, CMS, and other regulatory agencies. Keeps abreast of trends and best practices in health care experience, quality, patient safety, and reputation management.
• Ability to listen to patient and family concerns objectively and without bias.
• Represent Henry Ford Health values while investigating service concerns resulting in effective resolutions.
• Respond, investigate, and triage all calls, public submissions, contact us forms, emails, etc. related to compliments, comments/suggestions, complaints, and grievances.
• Use RL to accurately document all comment/suggestions, compliments, complaints, and grievances.
• Utilize feedback management system (RL6) for case documentation and triaging grievances to Care Experience Consultants.
• Provide service recovery at the point of care.
• Work collaboratively with clinical and nonclinical leaders to resolve complaints and grievances according to organizational policy and within regulatory guidelines.
• Triage service concerns according to highest priority.
• Escalate, as appropriate, risk issues to Care Experience Consultant and Quality/Risk teams.
• Track and trend service concerns to identify opportunities for improvement resulting in recommendations to management/leadership.
• Utilize electronic medical record (EPIC) to access patient records with the highest expectation of privacy and confidentiality.
• Supports and trains other staff members to ensure that the work product supports the organization’s strategies.
• Identify creative solutions to exceed customer expectations creating loyal customers and positive endorsements.
• Engages in continuous learning of best practices and completes required annual education, including department specific requirements.
• Make appropriate recommendations for process improvements that reduce waste and or improve efficiencies on behalf of consumer satisfaction.
• Ensures that patients, their families, visitors, customers, and employees are treated with kindness and respect. Demonstrates teamwork and integrity in all work-related activities.
• Communicates with internal and external physicians, patients, employees, and guests regarding problems encountered within Henry Ford Health.
• Maintains effective communication channels to ensure timely completion and coordination of projects within the Care Experience area and throughout Henry Ford Health.
• Performs other related duties as required.
eTeam Inc Job ID #26550232. Pay package is based on 12 hour shifts and 36 hours per week (subject to confirmation) with tax-free stipend amount to be determined. Posted job title: Care Experience Specialist
About eTeam Inc
eTeam was formed in 1999 with the goal of becoming the company of choice for clients, talent and staffing professionals. Today, we’re one of the fastest-growing global companies and ranked as one of the best companies to work for by Staffing Industry Analysts. We aspire everyday to do quality work for our clients and help our talent work at some of the most amazing companies.
· Benefits: Health and dental insurance
Benefits
- Medical benefits
- Dental benefits