Patient Experience Specialist Call Center, Full Time

Patient Experience Specialist 1

The Patient Experience Specialist 1 provides oversight of the patient care experience and intervenes when necessary. The Patient Experience Specialist 1 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 1 when they are not able to solve the issue in the moment.

Core Job Functions

• 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 our 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 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.
• 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.

Core 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
• Knowledge, Skills and Abilities:
• Learning Agility: Ability to learn new procedures, technologies, and protocols, and adapt to changing priorities and work demands.
• Teamwork: Ability to work collaboratively with others and contribute to a team environment.
• Technical Proficiency: Skilled in using office software, technology, and relevant computer applications.
• Communication: Strong and clear written and verbal communication skills for interacting with colleagues and stakeholders.

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