University of Miami
Patient Experience Specialist 1, Full Time
Posted 2 weeks ago. Be among the first 25 applicants.
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.
Job 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 role reviews complex and sensitive feedback to classify and direct each case to the appropriate individual or department for resolution, collaborating with clinical and administrative colleagues to ensure feedback, complaints, and grievances are handled per internal and external guidelines and regulations.
Core Job Functions
Provide service excellence support to all patients, their loved ones, UHealth professionals, and support staff creating positive, memorable patient experiences.
Contribute 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.
Assist with recognizing, understanding, reporting, and resolving patient concerns to the primary nurse or leader to solve in the moment.
Escalate or hand 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 or department.
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.
Adhere to University and unit-level policies and procedures and safeguard University assets.
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.
Equal Opportunity Employer 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
Seniority level Entry level
Employment type Full time
Job function Other
Industries Higher Education
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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.
Job 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 role reviews complex and sensitive feedback to classify and direct each case to the appropriate individual or department for resolution, collaborating with clinical and administrative colleagues to ensure feedback, complaints, and grievances are handled per internal and external guidelines and regulations.
Core Job Functions
Provide service excellence support to all patients, their loved ones, UHealth professionals, and support staff creating positive, memorable patient experiences.
Contribute 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.
Assist with recognizing, understanding, reporting, and resolving patient concerns to the primary nurse or leader to solve in the moment.
Escalate or hand 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 or department.
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.
Adhere to University and unit-level policies and procedures and safeguard University assets.
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.
Equal Opportunity Employer 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
Seniority level Entry level
Employment type Full time
Job function Other
Industries Higher Education
#J-18808-Ljbffr