Patient Experience Specialist

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

As Mount Sinai grows, so does our legacy in high-quality health care.
Since 1949, Mount Sinai Medical Center has remained committed to providing access to its diverse community. In delivering an unmatched level of clinical expertise, our medical center is committed to recruiting and training top healthcare workers from across the country. We offer the latest in advanced medicine, technology, and comfort in 12 facilities across Miami-Dade (including our 674-bed main campus facility) and Monroe Counties, with 38 medical services, including cancer care, 24/7 emergency care, orthopedics, cardiovascular care, and more. Mount Sinai takes pride in being South Florida's largest private independent not-for-profit hospital, dedicated to continuing the training of the next generation of medical pioneers.

Culture of Caring: The Sinai Way

Our hardworking, tight-knit community of more than 4,000 dedicated employees fosters an environment of care and compassion. Each member plays a vital role in our collective mission to deliver excellent healthcare through innovation, education, and research. At Mount Sinai, we take pride in our achievements, aiming to be a beacon of quality healthcare in South Florida. We welcome all healthcare professionals to join our thriving community and contribute to our pursuit for clinical excellence.

Department

Job Description Summary

Acts as a primary liaison between patients, families, and hospital staff to optimize patient satisfaction. Resolves complex grievances, tracks quality data, and drives cross-departmental experience and engagement initiatives.

Position Responsibilities

• Acts as a liaison between patients/families and Hospital staff as it pertains to patient experience at MSMC.
• Communicates and directs detailed patient's concerns to the appropriate managers/directors.
• Follows up with patients and the staff to ensure the timely and appropriate resolution of any issues or complaints.
• Assists patients in the compliance of Hospital policies and procedures as it related to patient satisfaction, service recovery and grievance resolution and employee Standard of Performance.
• Logs patient complaints/grievances using RiskQual following CMS guidelines.
• Tracks complaints registered by nursing leadership and those received by phone/email/etc., and creates ongoing performance reports
• Promotes a excellent patient experience by presenting a positive reflection of Mount Sinai to Physicians customers/patients, visitors and staff through a courteous and appropriate personal attitude.
• Ensures nursing units identify & solve problems locally. Assists nursing leadership identify root causes, develop improvement initiatives and tracks action plans.
• Manages (project owner) Mount Sinai's cross-department initiatives.
• Oversees Patient Experience and Conflict Resolution ongoing training program.
• Prepares and manage MSMC's Patient Experience Quarterly Committee.
• Plans and execute Process Audits (Process Confirmation) calendar.
• Ensures the Employee Engagement Program is executed properly in the units.

Qualifications

Education

• Associate degree in a related field required or equivalent years of work experience.

Experience

• Experience dealing with clients in a service-intensive environments (restaurants, hospitals, etc.).
• Ability communicate effectively in English and Spanish both verbally and in writing in a clear, concise, and empathetic way.
• Proficient in Microsoft Office (Word, Excel, PowerPoint). MS Access experience desired.
• ON SITE WORK SCHEDULE - Occasional weekend or evening hours required

Benefits

• Health benefits
• Life insurance
• Long-term disability coverage
• Healthcare spending accounts
• Retirement plan
• Paid time off
• Pet Insurance
• Tuition reimbursement
• Employee assistance program
• Wellness program
• On-site housing for select positions and more!

Certification

Degree Requirements