Patient Experience Specialist - Call Center

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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.

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 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.

This is a core job profile description and is not reflective of all duties that may be assigned to a specific position in each individual department. The above statements are intended to describe the general nature and primary responsibilities of this core job profile. 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.

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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