Patient Experience Specialist
University of Miami

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*Shift from 1:30 PM to 10 PM*

The Department of Patient Experience has an exciting opportunity for a Full-Time Patient Experience Specialist to work in the UHealth Tower. The Patient Experience Specialist provides oversight of the patient care experience and intervenes when necessary. The Patient Experience Specialist 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 when they are not able to solve the issue in the moment.

• Provides service excellence support with a strong commitment to Patient Experience to all patients, their loved ones, and UHealth professional and support staff.
  
• 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.
  
• Assist 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.
  
• Deploy critical thinking while responding to a variety of technical issues from patients, physicians and employees via phone, email, web messages, chat, fax or mail.
  
• Serve as a facilitator and coach in developing a culture of compassion and caring through building healthy relationships among staff, patients and families.
  
• Serve as an advisory resource for critical patient centered initiatives across UHealth Adheres to University and unit-level policies and procedures and safeguards University assets.
  

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

MINIMUM QUALIFICATIONS

• High School diploma or equivalent
  
• Minimum 3 years of relevant experience
  
• 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/or in a collaborative environment.
  
• Proficiency in computer software (i.e. Microsoft Office).
  

Any appropriate combination of relevant education, experience and/or certifications may be considered.

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.

Job Status:
Full time

Employee Type:
Staff

Pay Grade:
H5

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