Patient Experience Specialist 1, Full Time

University of Miami; Town of Sylvester (WI); On-site; USD 52,000 - 70,000; Full time

Job summary

The University of Miami is seeking a Patient Experience Specialist to bridge patients and the health system, providing support for feedback and complaints and ensuring proper routing to the appropriate team. This role collaborates with clinical and administrative staff and uses data to improve patient experience.

Responsibilities include conducting rounds, accurately documenting information, assisting patients and families, and escalating complex cases to the Senior Specialist while applying

Qualifications

• Bachelor’s Degree in a relevant field preferred.
• Minimum three years of relevant experience preferred.
• Ability to maintain effective interpersonal relationships.
• Ability to analyze, organize, and prioritize work under pressure.
• Ability to process and handle confidential information with discretion.
• Proficiency in Microsoft Office software.

Responsibilities

• Provide service excellence support to patients and families creating positive experiences.
• Collaborate with clinical and administrative colleagues to resolve concerns.
• Review and document feedback and complaints in the database accurately.
• Serve as liaison via phone or in person to address questions or concerns.
• Escalate complex complaints to the Senior Specialist when needed.
• Investigate and follow up with patients to resolve cases.
• Identify opportunities for process and system improvements.
• Apply patient satisfaction best practices during interactions.

Skills

Attention to detail

Interpersonal skills

Analytical thinking

Time management

Discretion

Teamwork

MS Office proficiency

Education

Bachelor’s Degree in a relevant field

Job description

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. Understand internal policies and procedures, ensure feedback, complaints, and grievances are handled per internal and external guidelines and regulations, and optimize 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.

Job Status: Full time Employee Type: Staff

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 ground breaking 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.

Job Status: Full time Employee Type: Staff The mission of the University of Miami is to transform lives through education, research, innovation, and service. A vibrant and diverse academic and healthcare community, the University of Miami and the University of Miami Health System ("UHealth") have rapidly progressed to become one of the nation’s top research universities and academic medical centers in the nation. The University comprises 12 schools and colleges serving undergraduate and graduate students in more than 350 majors and programs. Visit welcome.miami.edu/about-um to learn more about our points of pride. The University ranks No. 55 on U.S. News & World Report’s 2022 Best Colleges list and ranked No. 49 in the 2022 Wall Street Journal/Times Higher Education College Rankings. Bascom Palmer Eye Institute is ranked the #1 eye hospital in the USA and offers some of the nation's premiere eye doctors to treat every eye condition for adults. Sylvester Comprehensive Cancer, part of the Miller School of Medicine, received the prestigious National Cancer Institute designation in 2019. The University of Miami and UHealth have also ranked among the Forbes Best Employers and Best Employers for Women on several occasions, most recently in 2022. With more than 17,000 faculty and staff, the University strives for excellence, and is driven by a powerful mission to transform and impact the lives of its students, patients, members of the community, and people across the globe.

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