Patient Experience Specialist 1, Full Time

University of Miami•Deerfield, MA

About The Position

The Patient Experience Specialist serves as a bridge between patients and the health system, providing support for patient experience concerns and complaints. The role involves timely, thorough review of complex and sensitive feedback, classifying and directing cases to the appropriate individuals or departments for resolution, and collaborating with clinical and administrative colleagues. The specialist follows internal policies and procedures and applicable external guidelines and regulations to support effective complaint handling and improve patient satisfaction. The specialist supports patients, loved ones, UHealth professionals, and support staff in creating positive patient experiences and a peaceful healing environment. They conduct patient rounds, document feedback, serve as a resource in person and by telephone, assist with addressing concerns, and escalate complex complaints to a Senior Specialist when needed. The role also includes investigating cases, following up on resolutions, contributing to process improvements, and applying empathy and conflict-resolution skills in sensitive interactions.

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 in 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.
Contribute to a peaceful healing environment and enhance communication and connection among patients, families, and staff.
Conduct daily patient rounds and accurately document confidential and other pertinent information in the department’s feedback database.
Act as a liaison and resource for patients and families by telephone or in person, addressing questions and concerns.
Help recognize, understand, report, and resolve patient concerns with the primary nurse or leader.
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 and organizational resources to address or triage concerns to the appropriate person or department.
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, including when handling sensitive, challenging, threatening, or hostile situations.
Follow University and unit-level policies and procedures and safeguard University assets.