Job Description

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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.

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.

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.

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