Patient Experience Specialist, Per Diem. Job in Miami LilyLifestyle Jobs

Overview 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 Specialist reviews complex and sensitive feedback and complaints to classify and direct each case to the appropriate individual(s) or department for resolution. Collaboration with clinical and administrative teams is required, with adherence to internal policies and procedures and external guidelines and regulations to optimize outcomes and increase patient satisfaction. Responsibilities Provide service excellence support to all patients, their loved ones, UHealth professionals, and support staff to create positive, memorable patient experiences. Contribute to a peaceful healing environment by enhancing communication and connection with patients, families, and staff. Perform daily rounds on patients and document confidential and pertinent information within the feedback module database. Act as a liaison for patients and families via telephone or in person to address questions or concerns. Assist with recognizing, understanding, reporting, and resolving patient concerns to the primary nurse or leader to resolve in the moment. Escalate or hand off complex complaints that cannot be resolved at the bedside to the Senior Specialist. Utilize conflict resolution skills and judgment to address or triage patient concerns to the appropriate department or person. Investigate and follow up with the patient and family to resolve the case. Contribute to team goals and identify process and system improvement opportunities. Use active listening and empathy to assist patients in obtaining resolutions. Apply patient satisfaction best practices in interactions and when handling challenging, potentially hostile situations. Adhere to University and unit-level policies and safeguard University assets. This list of duties is not all-inclusive and may be expanded to include other duties as necessary. Opportunities for upward movement are available with a minimum of 2 years as a Specialist and exemplary work ethic. Qualifications Bachelor's Degree in a 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. Ability to process and handle confidential information with discretion. Commitment to the University\'s core values. Ability to work independently and in a collaborative environment. Proficiency in computer software (i.e., Microsoft Office). Any appropriate combination of education, experience and/or certifications may be considered. Benefits 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 research and medical education. As an academic medical center, we serve South Florida, Latin America and the Caribbean with physicians across many specialties and a high volume of patient encounters annually. 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: Part time | Employee Type: Temporary-Intermittent | Pay Grade: H5 #J-18808-Ljbffr United Cerebral Palsy of Georgia