Patient Experience Specialist

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.

• Assist with recognizing, understanding, reporting, and resolving patient concerns to the primary nurse or leader to solve in the moment.

• Escalate/hand off complex complaints that cannot be resolved at the bedside or in the moment to the Senior Specialist.

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

• Investigate and follow up with the patient and family member with the resolution of the case.

• Contribute to team goals and strategies and identify 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 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 relevant education, experience and/or certifications may be considered.