Patient Experience Liaison & Resolution Specialist

University of Miami; Miami (FL); On-site; USD 25,000 - 39,000; Part time

Job summary

University of Miami Health System seeks a Patient Experience Specialist to bridge patients with the health system. You will review feedback and complaints, classify cases for proper routing, and collaborate with clinical and administrative colleagues to improve satisfaction.

The role emphasizes empathy, active listening, and adherence to internal policies while maintaining confidentiality and delivering service excellence across interactions.

Qualifications

• Bachelor's Degree preferred in a related field.
• At least three years of relevant experience preferred.
• Ability to handle confidential information with discretion.

Responsibilities

• Provide service excellence support to patients and families and staff to create positive experiences.
• Act as liaison via telephone or in person to address questions or concerns.
• Conduct daily rounds and document information accurately in the feedback module.
• Assist in recognizing, reporting, and resolving patient concerns with the primary nurse or leader.
• Escalate complex complaints to the Senior Specialist when needed.
• Utilize conflict resolution skills to triage patient concerns to the right department.
• Investigate and follow up with patients to close cases.

Skills

Empathy

Interpersonal skills

Communication

Attention to detail

Microsoft Office

Education

Bachelor's degree in a relevant field

Tools

Microsoft Office

Job description

University of Miami Health System seeks a Patient Experience Specialist to bridge patients with the health system. You will review feedback and complaints, classify cases for proper routing, and collaborate with clinical and administrative colleagues to improve satisfaction.

The role emphasizes empathy, active listening, and adherence to internal policies while maintaining confidentiality and delivering service excellence across interactions.