Bilingual Patient Experience Liaison

Mount Sinai Medical Center; Miami Beach (FL); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health benefits

Life insurance

Long-term disability coverage

Healthcare spending accounts

Retirement plan

Paid time off

Pet Insurance

Tuition reimbursement

Employee assistance program

Wellness program

On-site housing for select positions

Job summary

Mount Sinai Medical Center in Miami Beach is seeking a Patient Experience Coordinator to act as a primary liaison between patients, families and hospital staff, aiming to optimize patient satisfaction. You will resolve complex grievances, track quality data and drive cross-department engagement initiatives.

The role requires an associate degree or equivalent, English/Spanish fluency, and strong MS Office skills. On-site schedule with occasional evenings or weekends is expected.

Qualifications

• Associate degree in a related field or equivalent years of work experience.
• Experience dealing with clients in service-intensive environments (restaurants, hospitals, etc.).
• Ability to communicate effectively in English and Spanish both verbally and in writing.
• Proficient in Microsoft Office; MS Access experience desired.

Responsibilities

• Acts as a liaison between patients/families and hospital staff to improve patient experience.
• Communicates and directs detailed patient concerns to managers/directors.
• Follows up with patients and staff to ensure timely and appropriate resolution of issues.
• Assists patients with hospital policies and procedures related to patient satisfaction, service recovery and grievance resolution.
• Logs patient complaints/grievances using RiskQual following CMS guidelines.
• Tracks complaints registered by nursing leadership and those received by phone/email and creates ongoing performance reports.
• Promotes an excellent patient experience by presenting a positive reflection of Mount Sinai to physicians, customers, patients, visitors and staff.
• Ensures nursing units identify and solve problems locally; develops improvement initiatives and tracks action plans.
• Manages Mount Sinai's cross-department initiatives as project owner.
• Oversees Patient Experience and Conflict Resolution ongoing training program.
• Prepares and manages MSMC's Patient Experience Quarterly Committee.
• Plans and executes Process Audits (Process Confirmation) calendar.
• Ensures the Employee Engagement Program is executed properly in the units.

Skills

Customer service

Bilingual English/Spanish

MS Office proficiency

Education

Associate degree or equivalent

Tools

MS Access

MS Office (Word, Excel, PowerPoint)

Job description

Mount Sinai Medical Center in Miami Beach is seeking a Patient Experience Coordinator to act as a primary liaison between patients, families and hospital staff, aiming to optimize patient satisfaction. You will resolve complex grievances, track quality data and drive cross-department engagement initiatives.

The role requires an associate degree or equivalent, English/Spanish fluency, and strong MS Office skills. On-site schedule with occasional evenings or weekends is expected.