Patient Experience Specialist 1, Full Time

University of Miami; Miami (FL); On-site; USD 55,000 - 70,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Tuition remission

Job summary

A leading educational institution in Miami is looking for a Patient Experience Specialist to enhance patient support and communication. This role involves managing patient feedback, ensuring positive experiences, and collaborating with health system staff. The ideal candidate will have at least 3 years of relevant experience and a Bachelor’s degree in a related field. The position offers a full-time contract with competitive compensation and comprehensive benefits.

Qualifications

• Bachelor’s Degree in relevant field preferred.
• Minimum 3 years of relevant experience.
• Ability to maintain effective interpersonal relationships.
• Ability to handle confidential information with discretion.

Responsibilities

• Provide service excellence support to all patients and families.
• Perform daily rounds and document patient feedback accurately.
• Act as a liaison for patients addressing their questions.
• Utilize active listening to assist patients in obtaining resolutions.
• As appropriate, assist with recognizing, understanding, and reporting patient concerns to the primary nurse and Patient Experience Representatives.
• Utilize conflict resolution skills, exercises proper judgment, and understand departmental and organizational resources to address or triage patient concerns and complaints to the correct individual(s) or department(s).
• Contributes to team goals and strategies and identifies 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.

Skills

Interpersonal relationships

Attention to detail

Conflict resolution

Active listening

Computer software proficiency

Education

Bachelor’s Degree in relevant field

Tools

Microsoft Office

Job description

Patient Experience Specialist 1, Full Time

Join to apply for the Patient Experience Specialist 1, Full Time role at University of Miami.

Overview

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 Patient Experience 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 Patient Experience Specialist will collaborate with clinical and administrative colleagues.

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.
• Act as a liaison and resource for patients and families via telephone or in-person, addressing questions or concerns.
• As appropriate, assist with recognizing, understanding, and reporting patient concerns to the primary nurse and Patient Experience Representatives.
• Utilize conflict resolution skills, exercises proper judgment, and understand departmental and organizational resources to address or triage patient concerns and complaints to the correct individual(s) or department(s).
• Contributes to team goals and strategies and identifies 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.

Qualifications

Core Qualifications

• Bachelor’s Degree in relevant field preferred.
• Minimum 3 years of relevant experience.

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/or in a collaborative environment.
• Proficiency in computer software (i.e. Microsoft Office).

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 - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.

Job Status: Full time

Employee Type: Staff

Pay Grade: H5

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other
• Higher Education