Patient Experience Specialist
Found in: Talent US C2 - 2 weeks ago
Current Employees:
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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. Understanding 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.
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. As appropriate, assist with recognizing, understanding, and reporting patient concerns to the primary nurse and Patient Experience Representatives. Utilize 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. 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.CORE QUALIFICATIONS
Bachelor’s Degree in relevant field preferred. Minimum 3 years of relevant experienceKnowledge, 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.
Patient safety is a top priority. As a result, during the Influenza ("the flu") season (September through April), the University Of Miami Miller School Of Medicine requires all employees who provide ongoing services to patients, work in a location (all Hospitals and clinics) where patient care is provided, or work in patient care or clinical care areas, to have an annual influenza vaccination. Failure to meet this requirement will result in rescinding or termination of employment.
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 for additional information.
Job Status:
Part timeEmployee Type:
TemporaryPay Grade:
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