Patient Experience Specialist 1

Location: UHealth Kendall

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 Patient Experience Specialist performs detailed work on the timely and thorough review of complex and sensitive feedback and complaints to correctly classify and direct each case to the appropriate individual(s) or department(s) for resolution. The Patient Experience Specialist will collaborate with clinical and administrative colleagues.

CORE JOB FUNCTIONS

• Provide service excellence support to all patients, their loved ones, UHealth professionals, and support staff creating positive, memorable patient experiences.

• Play a key role in contributing to a peaceful healing environment, enhancing communication and connection with patients, families, and staff.

• Perform daily rounds on patients, collecting accurate documentation of confidential and all other pertinent information within the feedback module database used by the department.

• Acts as a liaison and resource for patients and families via telephone or in-person, addressing questions or concerns.

• As appropriate, assist with recognizing, understanding, and reporting patient concerns to the primary nurse and Patient Experience Representatives.

• Utilize conflict resolution skills, exercises proper judgment, and understand departmental and organizational resources to address or triage patient concerns and complaints to the correct individual(s) or department(s).

• Contributes to team goals and strategies and identifies process and system improvement opportunities.

• Utilize active listening with care and empathy to assist patients in obtaining resolutions.

• Apply patient satisfaction best practices at each interaction and when handling sensitive or potentially challenging, threatening, and hostile situations.

• 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. It may be expanded to include other duties or responsibilities as necessary. Opportunities for upward movement are available with a minimum of 2 years as a Specialist and demonstrating exemplary work ethic and commitment. 

CORE QUALIFICATIONS

• Bachelor’s Degree in relevant field preferred.

• Minimum 3 years of relevant experience

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/or in a collaborative environment.

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