Service Excellence Specialist - Patient Relations

Location: Beverly, MA
Job ID: 174965-1A
Date Posted: Mar 29, 2022
Category: Specialist

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Job Description

Welcome To

Welcome to Beverly Hospital, part of Beth Israel Lahey Health. Beverly Hospital is a full service, community hospital providing leading-edge, patient-centered care to North Shore and Cape Ann residents. The hospital provides a full-range of state-of-the-art care and services including primary care, cardiovascular care, surgery, orthopedics, emergency care, maternity, pediatrics, as well as many other specialties. Beverly Hospital is nationally recognized for patient safety as it is one of only 42 hospitals in the United States to be awarded an “A” grade from The Leapfrog Group – the nation’s leading nonprofit watchdog on hospital quality and safety.


Beverly Hospital promotes the culture and philosophy which enables employees to give and receive the best of care. You can become a part of the team that achieves this success through our CREATE values of Community, Respect, Excellence, Accountability, Teamwork and Empathy.


About the Job

What we’re looking for: 

You are passionate about improving the Patient Experience and understanding what patients and families need for support. You demonstrate compassion and empathy in difficult situations. 

You enjoy being a liaison – working with patients and families to address and resolve concerns, while partnering with frontline colleagues to find reasonable solutions. 

One of your strengths is building and sustaining relationships within your own team, as well as across your organization. 

You want to work with a dynamic and diverse Quality and Performance Improvement team, and participate in multidisciplinary projects and organizational initiatives." 

Position Summary:

The Service Excellence Specialist is responsible to investigate, facilitate resolution of, document and report patient, family and visitor complaints and compliments. This position assists the director to develop and implement initiatives and programs related to customer service and patient relations. He/She provides oversight of the Patient Complaint Database and the monthly reports of patient complaints and compliments. This position requires demonstrated organizational skills with attention to detail, thoroughness, practical decision-making ability, analytical and critical thinking, excellent communication skills and a commitment to team work. The Mission, Vision and Core Values of the NHS are incorporated into all areas of practice.

Scheduled Hours

40 hours per week, days

About Us

Beth Israel Lahey Health is dedicated to improving health and wellness and making a difference in the lives of our patients, their families and all members of the communities we serve.  Formed in March 2019, Beth Israel Lahey Health is a patient-centered, integrated care delivery system providing a continuum of services spanning academic, tertiary and community hospitals, dedicated orthopedic and psychiatric hospitals, primary and specialty care, community acute care, ambulatory care, behavioral services and home health.  Beth Israel Lahey Health Performance Network is a unified joint contracting and population health management organization, jointly governed by participating physicians and hospitals.

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



  • Bachelors Degree in Behavioral Science or related field
  • Three years of relevant experience in a health care or patient advocacy environment
  • Strong customer service and interpersonal skills as well as the ability to interact effectively with all staff at all levels
  • Must have the ability to handle difficult and angry people constructively and address difficult, awkward situations with tact and diplomacy
  • Must be able to work with staff in a supportive way to troubleshoot and resolve issues Excellent written and oral communication skills and presentation skills
  • Must be able to work with minimal supervision and have a high tolerance for ambiguous work situations
  • Must be visible to staff, offering support and modeling service behaviors and concern resolution processes
  • Must be a team player and have proven success applying a team approach to obtain resolution to an issue or successfully accomplish a goal
  • Knowledge of the healthcare environment and regulatory requirements regarding patient rights preferred. 
  • Must be able to communicate patient and visitor rights and responsibilities to patients, family members and staff