Patient Experience Specialist – Call Center, Full Time

University of Miami•Miami, FL

10d•Onsite

About The Position

The Patient Experience Specialist 1 provides oversight of the patient care experience and intervenes when necessary. The Patient Experience Specialist 1 is responsible for their assigned unit/ambulatory site to provide in the moment service recovery as well as addressing any issues the patient/family or their guest might need assistance with. They will engage the Patient Experience Representative 1 when they are not able to solve the issue in the moment.

Requirements

High School Diploma or equivalent/relevant experience, certification or license
Minimum 3 years of relevant experience required
Learning Agility: Ability to learn new procedures, technologies, and protocols, and adapt to changing priorities and work demands.
Teamwork: Ability to work collaboratively with others and contribute to a team environment.
Technical Proficiency: Skilled in using office software, technology, and relevant computer applications.
Communication: Strong and clear written and verbal communication skills for interacting with colleagues and stakeholders.

Responsibilities

Provides service excellence support with a strong commitment to Patient Experience to all patients, their loved ones, and UHealth professional and support staff.
Maintains a positive, patient, family and employee centered, problem-solving attitude by communicating with various customers toward creating an environment where engaged employees provide positive memorable experiences to our patients.
Plays a key role contributing to a peaceful healing environment while contributing to enhanced communication and connection with our patients, their families, and unit staff.
Deploys unit-based practices related to culture enhancement, mentoring for personal and team effectiveness of patient and family centered care guiding principles and patient experience to result in ensuring a high performing unit culture leading to the delivery of a consistent exceptional patient experience.
Assists in maintaining a safe environment for patients, co-workers, and families.
Participates with Patient Experience Representatives, Risk and Compliance, Office of General Counsel, and Quality and Safety teams.
Serves as an internal resource and subject matter expert on PFCC, and interpreting and contextualizing Press-Ganey survey data with the units.
Assists with recognizing, understanding and reporting patient concerns to primary nurse and to Patient Experience Representatives as appropriate.
Works independently and deal effectively with stress as a result of heavy workload and the handling of complex patient inquiries.
Meets the daily production standard established for the department.
Deploys critical thinking while responding to a variety of technical issues from patients, physicians and employees via phone, email, web messages, chat, fax or mail.
Serves as a facilitator and coach in developing a culture of compassion and caring through building healthy relationships among staff, patients and families.
Serves as an advisory resource for critical patient centered initiatives across UHealth.
Adheres to University and unit-level policies and procedures and safeguards University assets.