Patient Experience Liaison

2 weeks ago


Miami, United States The University of Miami Full time
Job Summary

The Patient Experience Liaison plays a vital role in bridging the gap between patients and the healthcare system, ensuring seamless communication and support throughout their journey. This position requires a high level of empathy, active listening, and conflict resolution skills to address patient concerns and complaints in a timely and effective manner.

Key Responsibilities
  • Provide Exceptional Patient Support: Offer personalized assistance to patients, their loved ones, and healthcare professionals to create a positive and memorable experience.
  • Contribute to a Peaceful Healing Environment: Collaborate with clinical and administrative teams to enhance communication, connection, and patient satisfaction.
  • Collect and Document Feedback: Perform daily rounds, gathering accurate and confidential information to inform quality improvement initiatives.
  • Act as a Liaison and Resource: Address patient questions and concerns via phone or in-person, escalating complex issues to senior specialists when necessary.
  • Investigate and Resolve Complaints: Utilize conflict resolution skills to address patient concerns, ensuring timely and effective resolutions.
  • Contribute to Team Goals and Strategies: Identify process and system improvement opportunities, collaborating with teams to drive positive change.
  • Apply Patient Satisfaction Best Practices: Utilize active listening and empathy to assist patients in obtaining resolutions, adhering to University and unit-level policies and procedures.
Requirements
  • Education: Bachelor's Degree in a relevant field preferred.
  • Experience: Minimum three years of relevant experience preferred.
  • Skills: Ability to maintain effective interpersonal relationships, analyze and prioritize work, and process confidential information with discretion.
  • Knowledge: Commitment to the University's core values, ability to work independently and collaboratively, and proficiency in computer software (i.e., Microsoft Office).
What We Offer

The University of Miami offers competitive salaries and a comprehensive benefits package, including medical, dental, tuition remission, and more. As an academic medical center, we are proud to serve South Florida, Latin America, and the Caribbean, with a tradition of excellence in teaching, research, and patient care.



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