Bilingual Patient Experience Specialist

Mount Sinai Medical Center; Miami Beach (FL); On-site; USD 50,000 - 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 seeks a dedicated professional to optimize patient experience by acting as a primary liaison among patients, families, and hospital staff. You will resolve complex grievances, track quality data, and drive cross-department engagement initiatives to enhance overall service levels.

On-site responsibilities include coordinating with nursing leadership, promoting a positive image, and ensuring policy compliance while advancing patient satisfaction and process improvements

Qualifications

• Associate degree in a related field or equivalent years of work experience.
• Experience dealing with clients in a service-intensive environments.
• Ability communicate effectively in English and Spanish both verbally and in writing in a clear, concise, and empathetic way.
• Proficient in Microsoft Office (Word, Excel, PowerPoint). MS Access experience desired.

Responsibilities

• Acts as a liaison between patients/families and Hospital staff as it pertains to patient experience at MSMC.
• 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.

Skills

Bilingual English/Spanish

Customer service

Communication

Education

Associate degree in a related field

Tools

Microsoft Office

MS Access

Job description

Mount Sinai Medical Center seeks a dedicated professional to optimize patient experience by acting as a primary liaison among patients, families, and hospital staff. You will resolve complex grievances, track quality data, and drive cross-department engagement initiatives to enhance overall service levels.

On-site responsibilities include coordinating with nursing leadership, promoting a positive image, and ensuring policy compliance while advancing patient satisfaction and process improvements