Patient Experience Specialist – Call Center, Full Time

About the role

The Patient Experience Specialist 1 provides oversight of the patient care experience and intervenes when necessary. They are responsible for their assigned unit/ambulatory site to provide in‑the‑moment service recovery and address any issues the patient/family or their guests might need assistance with, escalating to a Patient Experience Representative 1 when needed.

UHealth‑University of Miami Health System is South Florida’s only university‑based health system, providing leading‑edge patient care powered by the Miller School of Medicine’s research and education. As an academic medical center, it serves South Florida, Latin America and the Caribbean, with physicians representing over 100 specialties and more than one million patient encounters annually.

Job Status: Full‑time • Employee Type: Staff

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 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 deals 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.

Qualifications

• Education: High School Diploma or equivalent/relevant experience, certification or license
• Certification and Licensing: Refer to Department Description for applicable certification requirements
• Experience: Minimum 3 Years of Relevant Experience required

Skills

• Learning Agility: Ability to learn new procedures, technologies, and protocols, and adapt to changing priorities and work