Patient Experience Specialist, Per Diem

About the role

The Patient Experience Specialist functions as a bridge between patients and the health system, providing support and assistance for patient experience concerns and complaints. The role involves detailed work on the timely and thorough review of complex and sensitive feedback and complaints, ensuring they are classified and directed appropriately.

Responsibilities

• Provide service excellence support to all patients, their loved ones, UHealth professionals, and support staff, creating positive, memorable patient experiences.
• Contribute to a peaceful healing environment, enhancing communication and connection with patients, families, and staff.
• Perform daily rounds on patients, collecting accurate documentation of confidential and all other pertinent information within the feedback module database used by the department.
• Act as a liaison and resource for patients and families via telephone or in person, addressing questions or concerns.
• Aid in recognizing, understanding, reporting, and resolving patient concerns to the primary nurse or leader to solve in the moment.
• Escalate/hand off complex complaints that cannot be resolved at the bedside or in the moment to the Senior Specialist.
• Investigate and follow up with the patient and family member with the resolution of the case.
• Contribute to team goals and strategies and identify process and system improvement opportunities.
• Utilize active listening with care and empathy to assist patients in obtaining resolutions.
• Apply patient satisfaction best practices at each interaction and when handling sensitive or potentially challenging, threatening, and hostile situations.
• Adhere to University and unit-level policies and procedures and safeguard University assets.

Qualifications

• Bachelor’s Degree in relevant field preferred.
• Minimum three years of relevant experience preferred.
• Knowledge, Skills, and Attitudes:
  • 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.
  • Commitment to the University’s core values.
  • Ability to work independently and in a collaborative environment.
  • Proficiency in computer software (i.e., Microsoft Office).

Benefits

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

Pay

Competitive salaries are offered.

Schedule

The position is part-time and intermittent.