Patient Experience Advocate

University of Miami; Miami (FL); On-site; USD 42,000 - 60,000; Full time

Job summary

University of Miami Health System is seeking a Patient Experience Specialist to bridge patients with the health system, handling feedback and complaints professionally. You will collaborate with clinical and administrative colleagues to classify, direct, and resolve concerns while maintaining confidentiality and empathy.

The role requires a Bachelor’s degree (preferred) and 3+ years of experience, with strong communication and Microsoft Office skills.

Qualifications

• Bachelor’s Degree preferred.
• Minimum three years of relevant experience preferred.
• Knowledge, Skills, and Attitudes: ability to analyze, organize, and prioritize work under pressure; maintain confidentiality.

Responsibilities

• Provide service excellence support to patients and families and staff to create positive experiences.
• Perform daily rounds on patients and document information in the feedback module database.
• Act as liaison for questions or concerns with patients and families via phone or in person.
• Escalate complex complaints to the Senior Specialist for resolution.
• Investigate and follow up with patients and families to resolve cases and improve processes.

Skills

Communication skills

Conflict resolution

Empathy

Microsoft Office proficiency

Data handling / confidentiality

Education

Bachelor’s Degree in relevant field

Tools

Microsoft Office Suite

Job description

University of Miami Health System is seeking a Patient Experience Specialist to bridge patients with the health system, handling feedback and complaints professionally. You will collaborate with clinical and administrative colleagues to classify, direct, and resolve concerns while maintaining confidentiality and empathy.

The role requires a Bachelor’s degree (preferred) and 3+ years of experience, with strong communication and Microsoft Office skills.