Patient Experience Representative 1 (H) at University of Miami in Miami, Florida

Job Description:

Current Employees:



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-The Patient Experience Representative serves a critical role to UHealth and its facilities by independently providing detailed attention, investigation, negotiation, mediation, documentation, and resolution of patient complaints and grievances. The Patient Experience Representative takes the lead by addressing issues identified by patients and their families and manages expedited responses and solutions to their concerns. The Patient Experience Representative interprets policies and rights of patients, their families, and guests and provides support to practitioners and staff during recovery from service breakdowns to maintain regulatory compliance.



CORE JOB FUNCTIONS

• Acts as the central recipient for formal patient complaints and manages the resolution process to ensure objective standards are upheld.


• Coordinates and conducts thorough, objective investigations and prepares appropriate written and/or verbal responses to patients and/or families according to federal regulations and hospital policy.


• When appropriate, meets with patients and families, participates in family meetings, and addresses concerns in real time.


• Collects accurate documentation of confidential and all other pertinent information within feedback module database used by the department.


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


• Uses excellent verbal and written communication skills to formulate appropriate responses.


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


• Collaborates with Risk Management when identifying patient issues that may put the health system at risk.


• Maintains department service standards with particular attention to staff teamwork, communication, cultural respect, and time/priority management.


• Provides coverage for other Patient Experience service areas as needed.


• Other duties as assigned.

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 1 year as a Representative and demonstrating exemplary work ethic and commitment.




CORE QUALIFICATIONS

• Bachelor's degree in relevant field preferred.


• Minimum 2 years of customer service experience


• Excellent written and verbal communication required.

Knowledge, Skills, and Attitudes:

• Ability to communicate effectively in both oral and written form.


• Ability to handle difficult and stressful situations with professional composure.


• Ability to maintain effective interpersonal relationships.


• 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).

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.


Patient safety is a top priority. As a result, during the Influenza ("the flu") season (September through April), the University Of Miami Miller School Of Medicine requires all employees who provide ongoing services to patients, work in a location (all Hospitals and clinics) where patient care is provided, or work in patient care or clinical care areas, to have an annual influenza vaccination. Failure to meet this requirement will result in rescinding or termination of employment.


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:

H7 Apply Now