Patient Experience Specialist - Office of Patient Experience
University of Miami

Job Info

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Current Employees:

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Transforming Lives

The University of Miami is among the top research universities and academic medical centers in the nation, and one of the largest private employers in South Florida.

With more than 16,000 faculty and staff, the University strives for excellence, and is driven by a powerful mission to transform and impact the lives of its students, patients, members of the community, and people across the globe.

The University is committed to fostering a culture of belonging, where everyone feels valued and has the opportunity to add value. Through values of Diversity, Integrity, Responsibility, Excellence, Compassion, Creativity, and Teamwork (DIRECCT) the U community works together to create an environment driven by purpose, excellence, community, and service.

The University of Miami/UHealth Office of Patient Experience has an exciting opportunity for a Patient Experience Specialist. 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.

The Patient Experience Specialist will provide service excellence support with a strong commitment to Patient Experience to all patients, their loved ones, and UHealth professional and support staff. They will maintain 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. The Patient Experience Specialist will play a key role in contributing to a peaceful healing environment while contributing to enhanced communication and connection with our patients, their families, and unit staff. Patient Experience Specialist 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. Assist 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. Assist with recognizing, understanding and reporting patient concerns to primary nurse and to Patient Experience Representatives as appropriate. Work independently and deal 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. 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.

Department Specific Functions

• Coordinates high profile patients (HPP) and guest services for the University of Miami Health System (UHealth).
  
• Acknowledges, greets, and assists HPP patients, and interacts in a courteous and helpful manner with patients, families, guests and UHealth staff to convey a positive first impression.
  
• Serves as liaison between the patient, family, and clinical staff. Seeks a satisfactory and expedited solution to a complaint, problem, or special need.
  
• Perform rounding to ensure HPP is receiving excellent service from all departments.
  
• Primary contact for HPPs at the inpatient or ambulatory site
  
• Contacts HPP after appointment or hospitalization to ensure they were satisfied with services received and assist with any additional needs.
  
• Support the Desai Sethi Urology Institute patients
  

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.

CORE QUALIFICATIONS

Education:

High School diploma or equipment

Experience:

Minimum of three (3) of relevant experience

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.
  
• 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).
  

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.

Patient safety is a top priority. As a result, during the Influenza ("the flu") season (September through April), the University Of Miami Miller School Of Medicine requires all employees who provide ongoing services to patients, work in a location (all Hospitals and clinics) where patient care is provided, or work in patient care or clinical care areas, to have an annual influenza vaccination. Failure to meet this requirement will result in rescinding or termination of employment.

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:
c105

This job has expired.