The Office of Patient Experience has an exciting opportunity for a Patient Advisor 3. Incumbent 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 PEA 3 leads by addressing issues identified by patients and their families and manages expedited responses and solutions to their concerns. The Patient Experience Advisor interprets policies and the Patient's Bill of Rights to patients, their families and/or guests, and provides support to practitioners and staff, during the recovery from service breakdowns to maintain regulatory compliance. The PEA 3 is responsible for managing appointments, ensure care is facilitated for high profile patients, and directly influences patient experience improvement efforts. Performs other duties as assigned.
The minimum requirements are: Bachelor's degree or equivalent years of experience (at least 6 years), plus 1 year of relevant experience, preferably in a teaching hospital, health administration management, education, social work, patient advocacy and/or patient relations. Consistently provides exceptional customer service, interpersonal, communications, critical thinking, problem solving and conflict resolution skills. Excellent analytic skills required, including analysis, planning, organizing and troubleshooting without direct supervision. Inept knowledge and understanding of state and federal hospital regulations, compliance and medical terminology. Ability to work to operate without direct supervision, function in high stress environment, multi-task and establish priorities. Lead or supervisory experience and proven success as a team player, sustaining a team approach to obtain resolution and work effectively with all clinical leadership, Providers and staff in a large complex organization. Ability to identify high risk patients and safeguard confidential information. Proficiency with office equipment and computer applications. Patient Advocacy or Patient Navigation experience required and certification is a plus. Any appropriate combination of relevant education, experience and/or certifications may be considered.
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 offers competitive salaries and a comprehensive benefits package including medical and dental benefits, tuition remission, vacation, paid holidays and much more. The University of Miami is an Equal Opportunity/Affirmative Action-Veteran/Disability Employer. Come join us!
Patient safety is a top priority. As a result, during the Influenza ("the flu") season (September through April), the University of Miami 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.]]>