Patient Experience Specialist 1 (H)

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The department of Patient Experience has an exciting opportunity for a full-time Patient Experience Specialist to work on the UHealth Campus. The Patient Experience Specialist provides oversight of the patient care experience and intervenes when necessary. The Patient Experience Specialist 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 when they are not able to solve the issue in the moment. Must have a flexible schedule (work hours will include: Monday- Friday between 6:00pm to 2:30am).

CORE FUNCTIONS

• The Patient Experience Specialist (PX Specialist) will provide service excellence support with a strong commitment to Patient Experience to all patients, their loved ones, and UHealth professional and support staff. They will maintain 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.
• The PX Specialist will play a key role contributing to a peaceful healing environment while contributing to enhanced communication and connection with our patients, their families, and unit staff.
• PX Specialist 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.
• Assist 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.
• Assist with recognizing, understanding and reporting patient concerns to primary nurse and to Patient Experience Representatives as appropriate.
• Work 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.
• Deploy critical thinking while responding to a variety of technical issues from patients, physicians and employees via phone, email, web messages, chat, fax or mail.
• Serve as a facilitator and coach in developing a culture of compassion and caring through building healthy relationships among staff, patients and families.
• Serve 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 REQUIREMENTS

• Bachelor’s degree in relevant field preferred

• Minimum 3-year proven experience in customer service, hospitality, or relevant fields required

• Proficiency in English; multilingual is strongly preferred
• Able to work in a fast-paced environment with a calm, professional empathetic demeanor
• Ability in multitasking and time-management
• Provide the highest level of customer service and promote a welcoming environment
• Excellent communication skills; speak clearly and maintain a positive tone and a helpful attitude
• Maintains a clean, pleasant and safe working environment
• Maintains professional attire and demeanor to project confidence with patients, families and visitors

Knowledge, Skills and Attitudes:

• Commitment to the University’s core values.
• Skill in data entry with minimal errors.
• Ability to accurately prepare and maintain records, files, reports and correspondence.
• 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.
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