Patient Experience Specialist, Per Diem

University of Miami; Miami (FL); On-site; USD 30,000 - 47,000; Part time

Benefits offered by this job

Comprehensive benefits package

Competitive salary

Tuition remission

Job summary

A prominent educational institution in Miami is seeking a Patient Experience Specialist, Per Diem. In this role, you'll bridge between patients and the health system, addressing patient concerns and ensuring satisfaction. Essential functions include providing support, resolving complaints, and fostering a healing environment. Ideal candidates possess strong communication skills, conflict resolution capability, and a relevant bachelor's degree. The position offers flexibility and requires part-time availability with a temporary status.

Qualifications

• Minimum three years of relevant experience preferred.
• Ability to analyze, organize, and prioritize work under pressure while meeting deadlines.
• Ability to process and handle confidential information with discretion.
• Ability to analyze, organize, and prioritize work under pressure while meeting deadlines.

Responsibilities

• Provide service excellence support to all patients.
• Perform daily rounds on patients, collecting accurate documentation.
• Assist with recognizing and resolving patient concerns.
• Escalate complex complaints to the Senior Specialist when needed.
• Investigate and follow up to resolve patient concerns.
• Adhere to policies and protect confidential information.

Skills

Attention to detail

Interpersonal relationships

Conflict resolution

Active listening

Microsoft Office

Independent and collaborative

Education

Bachelor’s Degree in relevant field

Minimum three years of relevant experience

Tools

Microsoft Office

Job description

Overview

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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.

The 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 - 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. Click here for additional information.

Job Status: Part time

Employee Type: Temporary-Intermittent

Pay Grade: H5