Patient Experience Specialist 1 - Desai Sethi Urology Institute

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The Desai Sethi Urology Institute has an exciting opportunity for a full-time Patient Experience Specialist 1 to work on-site in Miami.

CORE JOB SUMMARY

The Patient Experience Specialist 1 provides oversight of the patient care experience and intervenes when necessary. The Patient Experience Specialist 1 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.

CORE JOB FUNCTIONS

• Provides service excellence support with a strong commitment to Patient Experience to all patients, their loved ones, and UHealth professional 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 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 primary nurse and to Patient Experience Representatives as appropriate.
• Works independently and deal effectively with stress as a result 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

Education

High School Diploma or equivalent/relevant experience, certification or license

Experience

Minimum 3 years of relevant experience required

Bilingual in English & Spanish

Knowledge, Skills and Abilities

• Learning Agility: Ability to learn new procedures, technologies, and protocols, and adapt to changing priorities and work demands.
• Teamwork: Ability to work collaboratively with others and contribute to a team environment.
• Technical Proficiency: Skilled in using office software, technology, and relevant computer applications.
• Communication: Strong and clear written and verbal communication skills for interacting with colleagues and stakeholders.

This is a core job profile description and is not reflective of all duties that may be assigned to a specific position in each individual department. The above statements are intended to describe the general nature and primary responsibilities of this core job profile. Specific duties and tasks may vary based upon departmental needs. Other duties may be assigned to the above consistent with the knowledge, skills, and abilities required for the job.

DEPARTMENT ADDENDUM

Department Specific Functions

a. Acknowledges, greets, and assists HPP patients, and interacts in a courteous and helpful manner with patients, families, guests and UHealth staff to convey a positive first impression.

b. Coordinates high profile patients (HPP) and guest services for the University of Miami Health System (UHealth).

c. Primary contact for HPP’s at the ambulatory site or inpatient

d. Expected to be here during normal business hours Monday – Friday, unless an accommodation needs to be made for a HPP patient.

e. Serves as liaison between patient, family, clinical and ambulatory staff. Seeking a satisfactory and expedited solution to all complaints, problems, and special needs, involving all necessary parties.

f. Support the Desai Sethi Urology Institute ambulatory sites/Inpatient patients as needed or if the In-patient patient experience counterpart is out of office

g. Aids with patient transportation and navigation throughout the building and office

h. Perform rounding to ensure all patients are receiving excellent service and that we are managing expectations regarding waiting times

i. Take UCARE Cart to waiting room periodically to help with pt experience (if applicable)

i. Serve as a facilitator and coach in developing a culture of compassion and caring through building healthy relationships among staff, patients and families.

j. Check patient clinic schedule the day before and identify patients who have not signed up for UChart patient portal, assist in signing them up the following day

k. Collaborate with Director of Nursing and Senior Practice Manager to analyze Qualtrics Data and work on action plans to improve patient outcomes and metrics

l. Support all Desai Sethi Urology Institute patients across all satellites

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.

Job Status

Full time

Employee Type

Staff