Patient Experience Specialist 1, Full Time

Patient Experience Specialist 1, Full Time

Job Summary

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 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 Specialist collaborates with clinical and administrative colleagues to ensure feedback, complaints, and grievances are handled per internal and external guidelines and regulations, optimizing outcomes to increase patient satisfaction.

Core Responsibilities

• Provide service excellence support to 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.
• 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 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.
• Adhere to University and unit-level policies and procedures and safeguard University assets.

Core Qualifications

• Bachelor’s Degree in a 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 (e.g., 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. Female/Minority/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on categories protected by Federal law. Click for additional information .

Job Status

Full time

Employee Type

Staff

Pay Grade

H5

Seniority Level

Entry level

Employment type

Full-time

Job function

Other

Industry

Higher Education