Patient Experience Specialist 1, Full Time

University of Miami; Miami (FL); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Tuition remission

Job summary

A leading healthcare institution in Miami is seeking a Patient Experience Specialist to enhance patient satisfaction by addressing concerns and feedback. The role involves daily patient interactions, collaborating with healthcare teams, and utilizing conflict resolution skills effectively. Candidates should have a Bachelor's degree and a minimum of three years of relevant experience. The University of Miami offers competitive salaries, benefits, and opportunities for career advancement.

Qualifications

• 3+ years of relevant experience preferred.
• Ability to process confidential information with discretion.
• Skill in maintaining effective interpersonal relationships.

Responsibilities

• Provide service excellence to patients and families.
• Conduct daily rounds and document feedback.
• Assist in resolving patient concerns and complaints.

Skills

Attention to detail

Interpersonal skills

Conflict resolution

Active listening

Computer proficiency

Education

Bachelor’s Degree in relevant field

Tools

Microsoft Office

Job description

Patient Experience Specialist 1, Full Time

3 days ago – Be among the first 25 applicants.

The Patient Experience Specialist functions as a bridge between patients and the health system, providing support and assistance for patient experience concerns and complaints. The Specialist performs detailed work on the timely and thorough review of complex and sensitive feedback and complaints to correctly classify and direct each case to the appropriate individual(s) or department(s) for resolution. The Specialist collaborates with clinical and administrative colleagues, understands internal policies and procedures, ensures feedback, complaints, and grievances are handled per internal and external guidelines and regulations, and optimizes outcomes to increase patient satisfaction.

Core Job Functions

• Provide service excellence support to all patients, their loved ones, UHealth professionals, and support staff creating positive, memorable patient experiences.
• Play a key role in contributing to a peaceful healing environment, enhancing communication and connection with patients, families, and staff.
• Perform daily rounds on patients, collecting accurate documentation of confidential and all other pertinent information within the feedback module database used by the department.
• Acts as a liaison and resource for patients and families via telephone or in person, addressing questions or concerns.
• Assist with recognizing, understanding, reporting, and resolving patient concerns to the primary nurse or leader to solve in the moment.
• Escalate/hand off complex complaints that cannot be resolved at the bedside or in the moment to the Senior Specialist.
• Utilize conflict resolution skills, exercise proper judgment, and understand departmental and organizational resources to address or triage patient concerns and complaints to the correct individual(s) or department(s).
• Investigate and follow up with the patient and family member with the resolution of the case.
• Contribute to team goals and strategies and identify process and system improvement opportunities.
• Utilize active listening with care and empathy to assist patients in obtaining resolutions.
• Apply patient satisfaction best practices at each interaction and when handling sensitive or potentially challenging, threatening, and hostile situations.
• Adheres to University and unit-level policies and procedures and safeguards University assets.

This list of duties and responsibilities is not intended to be all-inclusive. It may be expanded to include other duties or responsibilities as necessary. Opportunities for upward movement are available with a minimum of 2 years as a Specialist and demonstrating exemplary work ethic and commitment.

Core Qualifications

• Bachelor’s Degree in relevant field preferred.
• Minimum three years of relevant experience preferred.

Knowledge, Skills, and Attitudes

• Skill in completing assignments accurately and with attention to detail.
• Ability to maintain effective interpersonal relationships.
• Ability to analyze, organize, and prioritize work under pressure while meeting deadlines.
• Ability to process and handle confidential information with discretion.
• Commitment to the University’s core values.
• Ability to work independently and in a collaborative environment.
• Proficiency in computer software (i.e., Microsoft Office).
• Any appropriate combination of relevant education, experience and/or certifications may be considered.

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the groundbreaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.

Full time. Staff.