Patient Experience Specialist – Per Diem (U)

Current Employees:

If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here (https://www.myworkday.com/umiami/d/task/1422$7248.htmld) to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position using the Career worklet, please review this tip sheet (https://my.it.miami.edu/wda/erpsec/tipsheets/EReRecruitingApplyforaJob.pdf) .

The department of Patient Experience has an exciting opportunity for a per-diem Patient Experience Specialist to work on the UHealth campus. 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. Understand internal policies and procedures, ensure feedback, complaints, and grievances are handled per internal and external guidelines and regulations, and optimize outcomes to increase patient satisfaction.

Schedule: Saturday & Sunday 9:30am-6pm

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

Bachelor’s degree in relevant field

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).

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 Floridas 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. Were the challenge youve 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 (https://www.hr.miami.edu/careers/eo-ada/index.html) for additional information.

Job Status:

Part time

Employee Type:

Temporary

Pay Grade:

H5