Patient Experience Specialist 2 (U)
University of Miami

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The department of Patient Experience has an exciting opportunity for a full-time Patient Experience Specialist 2 (U) to work on the UHealth campus. The Patient Experience Specialist 2 (U) functions as a bridge between patients and the health system, providing support and assistance for patient experience concerns and complaints. The Patient Experience Specialist 2 (U) performs detailed analytical and technical 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 2 (U) collaborates with clinical and administrative colleagues and understands internal policies and procedures, ensuring feedback, complaints, and grievances are handled per internal and external guidelines and regulations and optimizing outcomes to increase patient satisfaction.

Schedule: 11:30am to 8:00pm

CORE JOB FUNCTIONS

• Provides service excellence support to all patients, their loved ones, UHealth professionals, and support staff creating positive, memorable patient experiences.
• Plays a key role in contributing to a peaceful healing environment, enhancing communication and connection with patients, families, and staff.
• Performs 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.
• Assists with recognizing, understanding, and reporting patient concerns to the primary nurse and Patient Experience Representatives.
• Utilizes conflict resolution skills, exercises proper judgment, and understand departmental and organizational resources to address or triage patient concerns and complaints to the correct individual(s) or department(s).
• Contributes to team goals and strategies and identifies process and system improvement opportunities.
• Utilizes active listening with care and empathy to assist patients in obtaining resolutions.
• Applies patient satisfaction best practices at each interaction and when handling sensitive or potentially challenging, threatening, and hostile situations.
• Deploys unit-based practices and monitors personal and team effectiveness of Patient and Family
• Centers Care (PFCC) to ensure a high-performing unit culture leading to a consistent, exceptional patient experience.
• Serves as an internal resource and subject matter expert on PFCC, and interpreting and contextualizing Press-Ganey survey data with the units.
• Serves as a facilitator and coach in developing a culture of compassion and caring through building healthy relationships among staff, patients, and families.
• 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 and may be expanded to include other duties or responsibilities as necessary.

CORE QUALIFICATIONS

• Bachelor's degree in relevant field
• Minimum 3 years of relevant experience

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/or 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 - 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:
Full time

Employee Type:
Staff

Pay Grade:
H6

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