About CLS Health
CLS Health is a growing healthcare system in Houston, Texas that is taking a different approach to healthcare. We are a physician-led healthcare group that focuses on providing patients with holistic, multispecialty care. We're a dynamic team on a mission to provide better healthcare options for Houstonians!
Job Summary:
The Patient Experience Specialist plays a critical role in managing, investigating, and resolving patient complaints while identifying system-wide opportunities to improve service delivery and patient satisfaction. This role requires strong analytical skills, attention to detail, and extensive cross-departmental collaboration.
The Specialist is responsible for accurately logging, reviewing, researching, escalating, and closing patient concerns while ensuring appropriate documentation, follow-up, and reporting. The role also contributes to audits, trend analysis, and improvement initiatives that strengthen the overall patient experience across CLS Health.
Key Responsibilities:
- Accurately document all new complaints in the Excel-based tracking system, ensuring complete and correct patient identification, often requiring additional investigation when information is incomplete or inaccurate.
- Manage high complaint volumes efficiently while maintaining accuracy and attention to detail.
- Careful analysis of complaint details and patient feedback.
- Retrieval and review of all relevant documentation
- Listening to and reviewing multiple call recordings when necessary to fully understand patient concerns.
- Comparing patient feedback with documented information to identify gaps, discrepancies, or process failures.
- Determine whether patient concerns have already been resolved prior to escalation.
- When unresolved, prepare and send detailed, well-documented communications to Clinic Leads and Operations Managers outlining the concern, findings, and required actions.
- Perform consistent follow-up with unresponsive stakeholders and escalate appropriately to ensure closure and accountability.
- Coordinate resolution across multiple departments when complaints span clinical, operational, or administrative areas.
- Conduct in-depth reviews that uncover systemic or recurring issues impacting patient experience.
- Identify issues such as incorrect contact information, unmonitored voicemail boxes, or unclear call ownership and collaborate with Marketing, IT, and clinic teams to implement solutions.
- Perform call audits and service reviews (e.g., auditing 25+ VMAs within defined timeframes).
- Prepare summaries, findings, and corrective recommendations for leadership.
- Track low Net Promoter Score (NPS) trends and recurring complaint themes.
- Provide insights and data to leadership to support informed decision-making and performance improvement initiatives.
- Travel to other CLS Health locations as needed.
- Perform other duties as assigned.
