Patient Experience Advocate - Feedback & Resolution

University of Miami; United States; On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Medical benefits

Tuition remission

Job summary

The University of Miami Health System is seeking a Patient Experience Specialist to act as a bridge between patients and care teams. You will review feedback and complaints, classify cases, and direct them to the appropriate department for resolution.

The role requires empathy, strong communication, and collaboration with clinical and administrative colleagues. Responsibilities include patient rounds, documenting information, resolving concerns in real time where possible, and escalating complex

Qualifications

• Bachelor’s degree preferred in a relevant field; minimum three years of relevant experience preferred.
• Ability to maintain effective interpersonal relationships and work under pressure with deadlines.
• Proficiency in computer software (Microsoft Office) and confidential information handling.

Responsibilities

• Provide service excellence support to patients, families, and staff to create positive experiences.
• Act as liaison for patients and families via telephone or in person; address questions or concerns.
• Escalate complex complaints to the Senior Specialist when needed; triage to correct departments.
• Conduct daily rounds documenting confidential information in the feedback module database.
• Investigate and follow up with patients to resolve cases and improve processes.
• Apply patient satisfaction best practices and handle sensitive or potentially challenging situations.

Skills

Interpersonal skills

Attention to detail

Analytical thinking

Microsoft Office

Education

Bachelor’s Degree

Tools

Microsoft Office

Job description

The University of Miami Health System is seeking a Patient Experience Specialist to act as a bridge between patients and care teams. You will review feedback and complaints, classify cases, and direct them to the appropriate department for resolution.

The role requires empathy, strong communication, and collaboration with clinical and administrative colleagues. Responsibilities include patient rounds, documenting information, resolving concerns in real time where possible, and escalating complex