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University of Miami - Miami, FL

posted about 1 month ago

Full-time - Mid Level
Miami, FL

About the position

The Patient Experience department has an exciting opportunity for a full-time Patient Experience Supervisor to work on-site on the UHealth campus. This position involves providing leadership, education, and orientation to all patient experience specialist staff, monitoring daily staff productivity, and strategizing with leadership to improve patient care services. The supervisor will manage investigations and responses to patient concerns and facilitate effective communication between patients, families, and providers to enhance patient family-centered care.

Responsibilities

  • Provides leadership, education, and orientation to all patient experience specialist staff.
  • Monitors daily staff productivity and communications results, discrepancies, and solutions.
  • Strategizes with leadership to identify and improve patient care services.
  • Manages a timely investigation and response to all patient concerns/complaints/grievances for clinical service areas.
  • Facilitates effective communication between patients, families, and providers.
  • Negotiates and mitigates expectations to promote satisfaction and minimize risk.
  • Provides consultation for professional staff concerning disclosure in collaboration with Risk Management.
  • Develops appropriate resolutions with risk management staff to manage patient incidents.
  • Responds to requests for intervention to assist in managing challenging patient/family situations.
  • Collaborates with clinical service area management and administrative leadership.
  • Accessible via text or page during Office of Patient Experience hours.
  • Drafts formal responses to patients on behalf of senior and administrative leadership.
  • Conducts rounds with unit-based patient experience specialists and interdisciplinary teams.
  • Documents information regarding patient and staff concerns in the department's database.
  • Generates specific reports to highlight clinical services areas opportunities for improvement.
  • Establishes and continuously assesses the effectiveness of internal controls within the unit.
  • Ensures employees are trained on controls within the function and on university policy.

Requirements

  • Bachelor's degree in a relevant field required.
  • Minimum 2 years of relevant experience required.
  • Customer service leadership experience preferred.

Nice-to-haves

  • Ability to maintain effective interpersonal relationships.
  • Commitment to the University's core values.
  • Ability to direct, manage, implement, and evaluate department operations.
  • Ability to establish department goals and objectives that support the strategic plan.
  • Ability to effectively plan, delegate and/or supervise the work of others.
  • Ability to lead, motivate, develop, and train others.
  • Proficiency in computer software (i.e., Microsoft Office).

Benefits

  • Competitive salaries
  • Comprehensive benefits package including medical, dental, tuition remission and more.
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