Patient Experience Specialist 1, Full Time

University of Miami; United States; On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Medical benefits

Tuition remission

Job summary

The University of Miami Health System is seeking a Patient Experience Specialist to act as a bridge between patients and care teams. You will review feedback and complaints, classify cases, and direct them to the appropriate department for resolution.

The role requires empathy, strong communication, and collaboration with clinical and administrative colleagues. Responsibilities include patient rounds, documenting information, resolving concerns in real time where possible, and escalating complex

Qualifications

• Bachelor’s degree preferred in a relevant field; minimum three years of relevant experience preferred.
• Ability to maintain effective interpersonal relationships and work under pressure with deadlines.
• Proficiency in computer software (Microsoft Office) and confidential information handling.

Responsibilities

• Provide service excellence support to patients, families, and staff to create positive experiences.
• Act as liaison for patients and families via telephone or in person; address questions or concerns.
• Escalate complex complaints to the Senior Specialist when needed; triage to correct departments.
• Conduct daily rounds documenting confidential information in the feedback module database.
• Investigate and follow up with patients to resolve cases and improve processes.
• Apply patient satisfaction best practices and handle sensitive or potentially challenging situations.

Skills

Interpersonal skills

Attention to detail

Analytical thinking

Microsoft Office

Education

Bachelor’s Degree

Tools

Microsoft Office

Job description

Current Employees

Current Employees: If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position, please review this tip sheet.

Position 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. 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.

Benefits

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

Job Status

Full time Employee Type: Staff

About the University of Miami

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. 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.