Evening Patient Experience Specialist - Care Liaison

University of Miami; Miami (FL); On-site; USD 42,000 - 62,000; Full time

Job summary

University of Miami Health System seeks a Patient Experience Specialist to bridge patients and the health system, reviewing feedback and complaints to classify and direct cases for resolution. The role collaborates with clinical and admin staff, upholding internal policies to optimize patient satisfaction and safeguard assets.

The position emphasizes service excellence, daily patient rounds, effective communication, and escalation when needed to improve outcomes within a supportive team

Qualifications

• Bachelor’s Degree in relevant field preferred.
• Minimum three years of relevant experience preferred.

Responsibilities

• Provide service excellence support to all patients, their loved ones, UHealth professionals, and support staff creating positive, memorable patient experiences.
• Play a key role in contributing to a peaceful healing environment, enhancing communication and connection with patients, families, and staff.
• Perform daily rounds on patients, collecting accurate documentation of confidential and all other pertinent information within the feedback module database used by the department.
• Acts as a liaison and resource for patients and families via telephone or in person, addressing questions or concerns.
• Assist with recognizing, understanding, reporting, and resolving patient concerns to the primary nurse or leader to solve in the moment.
• Escalate/hand off complex complaints that cannot be resolved at the bedside or in the moment to the Senior Specialist.
• Utilize conflict resolution skills, exercise proper judgment, and understand departmental and organizational resources to address or triage patient concerns and complaints to the correct individual(s) or department(s).
• Investigate and follow up with the patient and family member with the resolution of the case.
• Contribute to team goals and strategies and identify process and system improvement opportunities.
• Utilize active listening with care and empathy to assist patients in obtaining resolutions.
• Apply patient satisfaction best practices at each interaction and when handling sensitive or potentially challenging, threatening, and hostile situations.
• Adheres to University and unit-level policies and procedures and safeguards University assets.

Skills

Attention to detail

Interpersonal skills

Organizational skills

Confidential information handling

Independent yet collaborative

MS Office proficiency

Education

Bachelor’s degree

Tools

Microsoft Office

Job description

University of Miami Health System seeks a Patient Experience Specialist to bridge patients and the health system, reviewing feedback and complaints to classify and direct cases for resolution. The role collaborates with clinical and admin staff, upholding internal policies to optimize patient satisfaction and safeguard assets.

The position emphasizes service excellence, daily patient rounds, effective communication, and escalation when needed to improve outcomes within a supportive team