Patient Experience Liaison — Bilingual

Mount Sinai Medical Center; Miami Beach (FL); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Health benefits

Life insurance

Long-term disability coverage

Healthcare spending accounts

Retirement plan

Paid time off

Tuition reimbursement

Employee assistance program

Wellness program

On-site housing for select positions

Job summary

Mount Sinai Medical Center in Miami Beach is seeking a Patient Experience Liaison to optimize patient satisfaction by serving as the primary conduit among patients, families and hospital staff. Responsibilities include resolving complex grievances, tracking quality data per CMS guidelines, and leading cross-department initiatives to improve the patient journey while upholding MSMC's standards of care and courtesy.

On-site role with occasional weekend or evening hours.

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 both verbally and in writing.
• Proficient in Microsoft Office; MS Access experience desired.

Responsibilities

• Acts as a liaison between patients/families and hospital staff to optimize patient satisfaction.
• Resolves complex grievances, tracks quality data, and drives cross-department experience initiatives.
• Directs detailed patient concerns to managers/directors and follows up for timely resolutions.
• Logs patient complaints using RiskQual following CMS guidelines; creates performance reports.
• Promotes excellent patient experience and represents Mount Sinai professionally to patients and staff.
• Assists nursing leadership to identify root causes and develop improvement plans.

Skills

Bilingual English/Spanish

Communication skills

MS Office familiarity

Education

Associate degree or equivalent

Tools

MS Office Suite

MS Access (desired)

Job description

Mount Sinai Medical Center in Miami Beach is seeking a Patient Experience Liaison to optimize patient satisfaction by serving as the primary conduit among patients, families and hospital staff. Responsibilities include resolving complex grievances, tracking quality data per CMS guidelines, and leading cross-department initiatives to improve the patient journey while upholding MSMC's standards of care and courtesy.

On-site role with occasional weekend or evening hours.