Patient Experience Specialist 1, Full Time

University of Miami•Deerfield Beach, FL

About The Position

The Patient Experience Specialist serves as a bridge between patients and the health system, supporting patients and families with experience-related concerns and complaints. The role includes timely, thorough review of complex and sensitive feedback; classifying and directing cases to the appropriate individuals or departments; and collaborating with clinical and administrative colleagues. The specialist applies internal policies and procedures and relevant guidelines and regulations to help resolve feedback, complaints, and grievances and improve patient satisfaction. The specialist provides service-excellence support to patients, loved ones, UHealth professionals, and support staff, helping foster a peaceful healing environment and strengthen communication. The position includes daily patient rounds, confidential documentation in the department’s feedback database, and serving as a resource for patients and families by phone or in person. The specialist helps address concerns in the moment, escalates complex complaints to a Senior Specialist when needed, investigates cases, and follows up with patients and family members about resolutions. The role also contributes to team goals and process improvement, uses active listening and empathy, and applies patient satisfaction practices in sensitive or challenging situations. Duties may be expanded as necessary. Opportunities for upward movement are available after at least two years as a Specialist, with exemplary work ethic and commitment.

Requirements

Minimum three years of relevant experience preferred.
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 collaboratively.
Proficiency with computer software, such as Microsoft Office.
An appropriate combination of relevant education, experience, and/or certifications may be considered.

Nice To Haves

Bachelor’s degree in a relevant field preferred.
Minimum three years of relevant experience preferred.

Responsibilities

Provide service-excellence support to patients, their loved ones, UHealth professionals, and support staff.
Help foster a peaceful healing environment and enhance communication and connection with patients, families, and staff.
Conduct daily patient rounds and accurately document confidential and other pertinent information in the department feedback database.
Serve as a liaison and resource for patients and families by telephone or in person, addressing questions and concerns.
Recognize, understand, report, and help resolve patient concerns with the primary nurse or leader in the moment.
Escalate or hand off complex complaints that cannot be resolved at the bedside or in the moment to the Senior Specialist.
Use conflict-resolution skills, sound judgment, and knowledge of departmental and organizational resources to triage concerns and complaints to the appropriate individuals or departments.
Investigate cases and follow up with patients and family members regarding resolutions.
Contribute to team goals and strategies and identify process and system improvement opportunities.
Use active listening, care, and empathy to help patients obtain resolutions.
Apply patient satisfaction best practices in each interaction, including when handling sensitive or potentially challenging, threatening, or hostile situations.
Follow University and unit-level policies and procedures and safeguard University assets.