Senior Patient Experience Representative

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CORE JOB FUNCTIONS 

1.    Acts as the central recipient for formal patient complaints and manages the resolution process to ensure objective standards are upheld.
2.    Coordinates and conducts thorough, objective investigations and prepares appropriate written and/or verbal responses to patients and/or families according to federal regulations and hospital policy.
3.    When appropriate, meets with patients and families, participates in family meetings, and addresses concerns in real time. 
4.    Collects accurate documentation of confidential and all other pertinent information within feedback module database used by the department.
5.    Utilizes active listening with care and empathy to assist patients in obtaining resolutions.
6.    Uses excellent verbal and written communication skills to formulate appropriate responses.
7.    Uses conflict resolution skills, exercises proper judgment, and understands departmental and organizational resources to address or triage patient concerns and complaints to the correct individual(s) or department(s).
8.    Regularly reports issues to Risk Management to assess potential liability associated with complaints.
9.    Generates, prepares, and presents patient presentation cases for Patient Grievance Review Committee as part of the advanced review of patients’ concerns, complaints, and financial requests.
10.    Contributes towards team goals and strategies and identifies opportunities for process and system improvements. 
11.    Generates specific reports to highlight clinical services areas opportunities for improvement efforts, including progress, obstacles, and trends in complaints and complement data.
12.    Educates and markets the Office of Patient Experience services such as patient consultation/intervention, compliments/complaint facilitations, written responses, amenity services, trainings, and process improvement support. 
13.    Provides coverage for other Patient Experience service areas as needed.
14.    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:

Bachelor’s degree in relevant field

Certification and Licensing:

Not Applicable

Experience:

Minimum 3 years of relevant experience

Knowledge, Skills and Attitudes:

• Ability to communicate effectively in both oral and written form.
• Ability to handle difficult and stressful situations with professional composure.
• Ability to maintain effective interpersonal relationships.
• Ability to work independently and/or in a collaborative environment.
• Proficiency in computer software (i.e., Microsoft Office).
• Commitment to the University’s core values

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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