Patient Experience Specialist, Per Diem

University of Miami•Miami, FL

About The Position

The Patient Experience Specialist serves as a bridge between patients and the health system, supporting patients with experience concerns and complaints. The role involves timely, thorough review of complex and sensitive feedback; accurately classifying and routing cases to appropriate individuals or departments; and collaborating with clinical and administrative colleagues. The specialist applies internal policies and procedures and ensures feedback, complaints, and grievances are handled according to applicable internal and external guidelines and regulations, with the goal of optimizing outcomes and increasing patient satisfaction. The specialist provides service excellence support to patients, loved ones, UHealth professionals, and support staff; helps foster a peaceful healing environment; conducts patient rounds and documents relevant confidential information in the department’s feedback database; and serves as a liaison and resource for patients and families in person or by telephone. The role includes helping identify and resolve concerns with primary nurses or leaders, escalating complex complaints to the Senior Specialist, investigating cases, and following up with patients and family members. The specialist also contributes to team goals and process improvements, uses active listening and conflict-resolution skills, applies patient-satisfaction best practices, and safeguards University assets while following University and unit policies. Duties may be expanded as necessary. Upward movement opportunities may be 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 in computer software, including 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 strengthen communication and connection with patients, families, and staff.
Conduct daily patient rounds and accurately document confidential and other pertinent information in the department’s feedback module database.
Serve 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, 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 resolution.
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 during interactions, including sensitive or potentially challenging, threatening, or hostile situations.
Follow University and unit-level policies and procedures and safeguard University assets.