Patient Experience Coordinator, Full Time
University of Miami

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Location: UHealth Tower

Shift Schedule: Monday through Friday, 11AM - 7:30PM (8 hour shift)

The Office of Patient Experience has an exciting opportunity for a Full Time Patient Experience Coordinator (U) position. The Patient Experience Coordinator (U) works with patients and their families to address concerns or special needs that may arise during their treatment within the hospital setting. The Patient Experience Coordinator works directly with various members of the healthcare team, hospital departments, and administration to solve problems that patients and families may have with the goal of facilitating a positive patient experience. The incumbent also acts as an intermediary between hospital departments and patients and their family to bring about the most effective healthcare treatment.

CORE JOB FUNCTIONS :

• Establishes a rapport with the patient and family to learn what is the most important to them in their hospital experience and their preferences and communicates findings to the appropriate healthcare team members.
  
• Responds to and investigates complaints and concerns and communicates identified issues to appropriate staff.
  
• Works with individuals or departments to limit or resolve delays in service and communicates delays to patients and families.
  
• Acts as an intermediary to hospital administrators on behalf of patients and their families.
  
• Interprets philosophy, policies, procedures, and services to patients and their families as well as visitors.
  
• Makes follow-up phone calls to discharged patients and solicits feedback about their hospital experience, forwarding any clinical questions to the appropriate manager.
  
• Uses findings from analysis of trends in complaints to mentor individuals and departments to develop appropriate service action plans.
  
• Identifies and implements systems and processes to improve efficiency and reduce expenses that do not compromise qualify of services and mission.
  
• Utilizes performance measurement to improve patient and customer outcomes.
  
• Assesses patient or family questions and concerns and develops a plan to address needs.
  
• Communicates information to appropriate person(s) in appropriate time frames to meet patient or family expectations.
  
• Consults, collaborates, and cooperates with colleagues, peers, supervisors, and other healthcare providers in a professional manner to improve the quality, effectiveness, and efficiency of patient care.
  
• Meets department and organization quality goals. Provides input into opportunities for system improvements.
  
• Initiates patient or family concern reports. May collect data about patient care problems, prepares reports, analyzes trends, and reports information to appropriate departments for action.
  
• 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:

• High School diploma or equivalent
  
• Minimum 2 years of relevant experience
  

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:
U7

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