Patient Experience Specialist

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Location: Winchester, MA
Job ID: 151471-1A
Date Posted: Jun 28, 2019

Job Description

Welcome To

Winchester Hospital is part of a vibrant and growing health care system, recognized as a trailblazer in medicine and a standard bearer in patient experience. It includes an award-winning academic medical center, a superb constellation of community hospitals, home care services, rehabilitation facilities and more.

We are committed to attracting, developing and retaining top talent in a market long recognized and revered as a global leader in health. With a team approach to care, we encourage learning and growth at all levels, and we offer competitive salaries and benefits. We adhere to the principles of a just and fair work environment for all colleagues, where respect is foundational and performance is rewarded.

About the Job

Contributes to the Hospital’s mission by assisting the PHO organization facilitate the referrals required to manage the PHO patient's care plans. This position will impact the fiscal success by encouraging in-network referrals.  This administrative position will ultimately have an impact on the effectiveness of patients’ plans of care and patient satisfaction by streamlining the referrals to specialists and other resources.

Encourages creativity in problem solving to best meet the needs of the practices and the organization as a whole.   This professional functions as the Quality and Patient Experience measure expert, helping to engage physicians and patients in mutually satisfying care, and thus will impact the quality of patient care and their experience.



  • A Bachelor's Degree in business, healthcare administration, or related field from an accredited college or university with 2 years of experience.


  • An Associates Degree in business, healthcare administration, or related field from an accredited college or university with 5 years of experience.



2 years of experience in medical practice that includes patient and physician relations.

Experience with performance improvement tools and methodology


5 years of experience in managed care or medical practice that includes patient and physician relations.

Knowledge of E&M, CPT procedure coding a plus

EMR meaningful use implementation and compliance

Lean / Six Sigma


  • For safety and quality reasons, must be able to read, write and communicate effectively in English with patients, visitors and fellow members of the hospital team.
  • Medical terminology.
  • Strong organizational and interpersonal skills.
  • Ability to think creatively, and devise innovative solutions.
  • Experience with customer service.
  • Familiarity with computers and other office equipment.
  • Proficient user of Microsoft Office: Word, Excel, PowerPoint
  • Ability to manipulate and analyze 10,000+ data line item worksheets.
  • Ability to create templates and dashboard views from various data sources.
  • Experience with Electronic Medical Records, ideally EPIC.
  • Ability to maintain confidentiality of sensitive information.


Monday - Friday 8:00 - 4:30 pm

About Us

The Lahey Model of Care—right care, right time, right place—is exactly what patients, providers and payers need and deserve. Identifying and delivering on this convergence of interests has positioned Lahey Health for further growth. Our model ensures care is highly coordinated and locally delivered, with lower costs and exceptional quality.

Lahey Health is a robust, regional system including a teaching hospital, community hospitals, primary care providers, specialists, behavioral and home health services, skilled nursing and rehabilitation facilities, and senior care resources throughout northeastern Massachusetts and southern New Hampshire. The system has a global presence with programs in Canada, Jordan and Bermuda.

Equal Opportunity Employer/Minorities/Females/Disabled/Veterans.