Patient Experience Specialist in Jacksonville

Full-time @Mayo Clinic in Quality Management Services
  • Jacksonville, Florida View on Map
  • Apply Before : January 7, 2023

Job Description

Looking to join family of clinics, hospitals and other health care facilities in Jacksonville? Mayo Clinic is hiring Full-Time Patient Experience Specialist in Jacksonville Florida to provide an unparalleled experience as the most trusted partner for health care.


Job Title : Patient Experience Specialist

Location : Jacksonville, Florida

Job Type : Full-Time

Category: Quality Management Services

Job ID: 192699BR


Job Details :

Why Mayo Clinic
Mayo Clinic is the nation’s best hospital (U.S. News & World Report, 2022-2023) and ranked #1 in more specialties than any other care provider. We have a vast array of opportunities ranging from Nursing, Clinical, to Finance, IT, Administrative, Research and Support Services to name a few. Across all locations, you’ll find career opportunities that support diversity, equity and inclusion. At Mayo Clinic, we invest in you with opportunities for growth and development and our benefits and compensation package are highly competitive. We invite you to be a part of our team where you’ll discover a culture of teamwork, professionalism, mutual respect, and most importantly, a life-changing career!

Mayo Clinic offers a variety of employee benefits. For additional information please visit Mayo Clinic Benefits. Eligibility may vary.

Position description
The Patient Experience Specialist collaborates with departments and divisions (physicians, operational leaders and frontline staff) in responding to patient concerns that are received via letter, website, comment card, in-person or telephone. Serves as a liaison between customers, patients and/or their families and Mayo Clinic (i.e., support, clinical departments, and administration) and provides insight and information as it relates to service recovery and complaint management processes. Provides a specific channel through which patients can seek solutions to problems, concerns, and unmet needs, in both outpatient and inpatient settings.

These concerns are frequently emotionally charged and complex in nature requiring investigative work on the part of the Patient Experience Specialist. The emotionally charged nature of this work requires empathic and relationship-centered communications with patients and families including face-to-face meetings, phone calls, and letter correspondence. As follow-up to the initial intake from patients and families, there is investigative work to research patient complaints, professional correspondence with Mayo Physician and Administrative leadership, resolution coordination, and professional-level documentation summarizing the case and resolution within the Midas database. This work requires an understanding of associated regulatory and legal requirements and proficiency with all patient-related electronic medical record applications. In addition, requires broad organizational awareness to perform quality analysis and research of patient complaints.

May be assigned to help create complaint data reports and share metrics, which may include complaint and other quantitative/qualitative data. May assist with service recovery training. May assists in a service role through institutional projects as directed and approved by the Patient Experience Manager.

Bachelor’s degree plus two years of experience in healthcare OR six years of healthcare experience.

Additional qualifications
Must gain in-depth knowledge of the Mayo Clinic Enterprise and its operations. Requires strong written communication skills and relationship-centered care or interpersonal skills: listening, speaking, rapport building, empathy, conflict resolution/negotiation, complaint management, facilitation, and problem solving and crisis intervention. Demonstrated successful collaboration and teamwork with colleagues within the work area and at all levels of an organization. Able to tolerate an ambiguous, fast-paced, demanding and constantly changing work environment while maintaining strong critical thinking, communication and organizational skills. Must be able to analyze information and data and have knowledge of computer tools. May require proficiency in the use of: MICS, Health Quest, EMR, Midas Plus, and Internet/Intra-net. Confidentiality, professionalism, and problem solving are essential.

Exemption status

Compensation Detail
$26.90 – $40.36 / hour

Benefits eligible

Full Time

Hours / Pay period

Schedule details
Monday-Friday, business hours

Weekend schedule

International Assignment

Site description
Jacksonville is the largest City : in area in the continental United States. A beautiful coastal Florida City : that features excellent year-round climate, over 20 miles of beaches and outstanding outdoor recreational, cultural and family-oriented amenities. The “River City : by the Sea” has an excellent school system, reasonable cost of living and a thriving business environment. Medical professionals and patients are drawn to Jacksonville by an extraordinary network of high-profile healthcare facilities. Jacksonville continues to grow as more people relocate from all over the U.S. and abroad, to see what the great River City : has to offer!

Lynnette Fleshman

As an Affirmative Action and Equal Opportunity Employer Mayo Clinic is committed to creating an inclusive environment that values the diversity of its employees and does not discriminate against any employee or candidate. Women, minorities, veterans, people from the LGBTQ communities and people with disabilities are strongly encouraged to apply to join our teams. Reasonable accommodations to access job openings or to apply for a job are available.


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