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Patient Experience Specialist
Company: University of Miami
Location: Miami, FL
Employment Type: Full Time
Date Posted: 05/11/2022
Expire Date: 07/11/2022
Job Categories: Healthcare, Other
Job Description
Patient Experience Specialist
The Department of Patient Experience has an exciting opportunity for a Full-time Patient Experience Specialist to work on the UHealth Campus. 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.

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.
Contact Information
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