What are the responsibilities and job description for the Patient Experience Specialist 1 position at The University of Miami?
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The Patient Experience Specialist 1 (U) provides oversight of the patient care experience and intervenes when necessary. The Patient Experience Specialist 1 (U) 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. The hours of this position will be from 11 : 30am to 8 : 00pm and occasional weekends.
CORE JOB FUNCTIONS
- Provides service excellence support with a strong commitment to Patient Experience to all patients, their loved ones, and UHealth professionals 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 in 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 the primary nurse and to Patient Experience Representatives as appropriate.
- Works independently and deals effectively with stress because 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
Knowledge, Skills and Attitudes :
Any appropriate combination of relevant education, experience and / or certifications may be considered.
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 - 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 : Full time
Employee Type : Staff
Pay Grade :
