Patient Experience Representative 2, Full Time

Core Job Functions

• Acts as the central recipient for formal patient complaints and manages the resolution process.
• Captures and documents accurate information within the feedback module database.
• Coordinates and conducts thorough, objective investigations.
• Prepares appropriate written and/or verbal responses to patients and/or families.
• Maintains confidentiality and handles sensitive information with care and empathy.
• Communicates effectively with patients and families, addressing concerns in real time.
• Participates in family meetings and addresses concerns.
• Generates and presents patient presentation cases for the Patient Grievance Review Committee.
• Contributes to team goals and strategies, identifying opportunities for process and system improvements.
• Generates reports highlighting clinical services areas for improvement.
• Educates and markets the Office of Patient Experience services.
• Provides coverage for other Patient Experience service areas as needed.

Qualifications

• Education: Bachelor’s degree in relevant field.
• Certification and Licensing: Not applicable.
• Experience: Minimum 3 years of relevant experience.
• Knowledge, Skills and Attitudes:
  • Effective communication in both oral and written forms.
  • Professional handling of difficult and stressful situations.
  • Interpersonal relationship management.
  • Independence and collaboration skills.
  • Proficiency in computer software (e.g., Microsoft Office).
  • Commitment to the University’s core values.

Pay

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

Schedule

This position is full-time.

Benefits

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

Job Status

The position is for a Staff member.