Supervisor, Patient Experience, Full Time

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The Supervisor, Patient Experience (H) provides general oversight of the patient care experience. The incumbent ensures that medical services are coordinated in a timely, accurate and courteous manner according to established guidelines.

CORE JOB FUNCTIONS:

• Provides leadership, education, and orientation to all patient experience specialist staff.

• Monitors daily staff productivity and communications results, discrepancies, and solutions.

• Strategizes with leadership to identify and improve patient care services.

• Manages a timely investigation and response to all patient concerns/complaints/grievances for clinical service areas, including interviewing staff and reviewing medical records. Facilitates effective communication between patients, families, and providers to enhance patient family-centered care and ensure common goals. Negotiates and mitigates expectations to promote satisfaction, ensure quality and safety and minimize the risk of adversarial outcomes.

• Provides consultation for professional staff and hospital concerning disclosure in collaboration with Risk Management.

• Develops appropriate resolutions with risk management staff to manage patient incidents and prevent adversarial outcomes effectively.

• Responds to requests for intervention to assist in managing challenging patient/family situations. Collaborates with clinical service area management and administrative leadership, front-line staff, or other hospital service area management and administrative leadership to provide real-time support and improvement strategies to reach an effective resolution. Accessible via text or page during Office of Patient Experience hours of operations.

• Drafts formal responses to patients on behalf of senior and administrative leadership (CEO, COO, CNO, CMO) in writing.

• Conducts rounds with unit-based patient experience specialists and interdisciplinary teams in assigned clinical areas to obtain pre-emptive feedback.

• Documents information regarding patient and staff concerns and requests in the department’s database and disseminates data for quality assurance purposes. Generates specific reports to highlight clinical services areas opportunities for improvement efforts, including progress, obstacles, and trends in complaints and compliment data.

• Establishes and continuously assesses the effectiveness of the internal controls within the unit and compliance with university policies and procedures. Ensures employees are trained on controls within the function and on university policy and procedures.

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: Bachelor’s degree in a relevant field required preferred

• Experience: Minimum 2 years of relevant customer service leadership experience preferred

Knowledge, Skills, and Attitudes:

• Ability to maintain effective interpersonal relationships.

• Commitment to the University’s core values.

• Ability to direct, manage, implement, and evaluate department operations.

• Ability to establish department goals and objectives that support the strategic plan.

• Ability to effectively plan, delegate and/or supervise the work of others.

• Ability to lead, motivate, develop, and train others.

• Proficiency in computer software (i.e., Microsoft Office).

The above statements are intended to describe the general nature and primary responsibilities of this job classification. Specific duties and tasks may vary based upon departmental needs. Other duties may be assigned to the above consistent with the knowledge, skills, and abilities required for the job. This a job profile description and not all duties may be assigned to a specific position in each individual department.

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.

The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.

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