Bilingual Patient Experience Liaison

Mount Sinai Medical Center; Miami Beach (FL); On-site; USD 45,000 - 65,000; 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 is seeking a Patient Experience Liaison to improve satisfaction for patients and families. This on-site role requires coordinating with hospital staff, resolving grievances, and driving quality initiatives across departments.

The ideal candidate has an associate degree or equivalent experience, excellent English and Spanish communication, and proficiency in Microsoft Office. Weekend or evening hours may be required.

Qualifications

• Associate degree in a related field required or equivalent years of work experience.
• Experience dealing with clients in service-intensive environments.
• Ability to communicate effectively in English and Spanish.
• Proficient in Microsoft Office; MS Access experience desired.
• On-site work schedule - Occasional weekend or evening hours required.

Responsibilities

• Acts as a liaison between patients/families and Hospital staff to optimize patient satisfaction.
• Communicates and directs detailed patient’s concerns to the appropriate managers/directors.
• Follows up with patients and the staff to ensure the timely and appropriate resolution of any issues or complaints.
• Assists patients in the compliance of Hospital policies and procedures as it related to patient satisfaction, service recovery and grievance resolution and employee Standard of Performance.
• Logs patient complaints/grievances using RiskQual following CMS guidelines.
• Tracks complaints registered by nursing leadership and those received by phone/email/etc., and creates ongoing performance reports.
• Promotes a excellent patient experience by presenting a positive reflection of Mount Sinai to Physicians customers/patients, visitors and staff through a courteous and appropriate personal attitude.
• Ensures nursing units identify & solve problems locally. Assists nursing leadership identify root causes, develop improvement initiatives and tracks action plans.
• Manages (project owner) Mount Sinai’s cross-department initiatives.
• Oversees Patient Experience and Conflict Resolution ongoing training program.
• Prepares and manage MSMC’s Patient Experience Quarterly Committee.
• Plans and execute Process Audits (Process Confirmation) calendar.
• Ensures the Employee Engagement Program is executed properly in the units.

Skills

English communication

Spanish communication

Education

Associate degree or equivalent

Tools

Microsoft Office (Word, Excel, PowerPoint)

MS Access

Job description

Mount Sinai Medical Center is seeking a Patient Experience Liaison to improve satisfaction for patients and families. This on-site role requires coordinating with hospital staff, resolving grievances, and driving quality initiatives across departments.

The ideal candidate has an associate degree or equivalent experience, excellent English and Spanish communication, and proficiency in Microsoft Office. Weekend or evening hours may be required.