Patient Experience Representative, FT, UTower, Patient Experience
Job location: Miami, FL
Employment Type: Full-time
Posted data: 2020-10-12
Current Employees:If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position using the Career worklet, please review this tip sheet.Transforming LivesThe University of Miami is among the top research universities and academic medical centers in the nation, and one of the largest private employers in South Florida.With more than 16,000 faculty and staff, the University strives for excellence, and is driven by a powerful mission to transform and impact the lives of its students, patients, members of the community, and people across the globe.The University is committed to fostering a culture of belonging, where everyone feels valued and has the opportunity to add value. Through values of Diversity, Integrity, Responsibility, Excellence, Compassion, Creativity, and Teamwork (DIRECCT) the U community works together to create an environment driven by purpose, excellence, community, and service.
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 incumbent 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 to patients and their families and guests, and provides support to practitioners and staff during the recovery from service breakdowns to maintain regulatory compliance.
Manages a timely investigation and response to all patient concerns / complaints/ grievances for clinical service areas including interviewing staff and reviewing medical records. Facilitates effective communication between patients, families and providers to enhance patient family –centered care and ensure commons goals. Negotiate and mitigates expectations to promote satisfaction, ensure quality and safety and minimize the risk of adversarial outcomes. Provide consultation for professional staff and hospital with regard to disclosure in collaboration with Risk Management. Develops appropriate resolutions with risk management staff to effectively manage patient incidents and prevent adversarial outcomes. Responds to requests for intervention to assist in managing challenging patient/ family situations. Collaborates with clinical service area management and administrative leadership, front line staff or other hospital service area management and administrative leadership, to provide real time support and improvement strategies to reach effective resolution. Accessible via text or page during Office of Patient Experience hours of operations. Drafts formal responses on behalf of senior leadership and administrative leadership including the CEO, COO, CNO, CMO) in writing patients to compassionately relay regret for their perceived poor experience and inform them of how their feedback is being utilized to implement beneficial practice changes. Meeting compliance requirements for investigating and responding to most informal grievances in 7 days. Conducts rounds with unit based patient experience specialists and interdisciplinary team in assigned clinical areas to obtain pre-emptive feedback in the inpatient experience experiences. Documents information regarding patient and staff concerns and requests in department’s database and disseminates data for quality assurance purposes. Generates specific reports to highlight clinical services areas opportunities for improvement efforts, Including progress, obstacles and trends in complaints and compliment data. Maintains department service standards with particular attention to staff teamwork, communication, cultural respect, and time/priority management. Proactively monitors trends in patient and family concerns and complaints to identify systematic process, or cultural barriers in the delivery of patient and family centered care. Seeks opportunities for appropriate patient participation in the development of institutional improvement strategies. Assists with the development and implementation of services improvement initiatives, organizational and unit specific within clinical areas. Educates and markets the Office of Patient Experience services from leadership to front line staff patient consultation and intervention, compliments complaint facilitation, written responses, amenity services, staff training, and patient satisfaction and project improvement support. Other duties as assigned. Provides coverage for other services as needed to cover vacations evenings and weekend shifts
- Bachelor’s degree in relevant field.
- Minimum 5 years of relevant experience
Knowledge, Skills and Attitudes:
Requires ability to advocate for patients, families, and staff in a complex clinical environment Requires excellent interpersonal skills with individuals in crisis’’ Requires skills in working with teams to achieve goals Requires excellent negotiation skills in a diverse and multi-cultural environment Requires high level of sensitivity to confidential information Requires excellent verbal, written, and presentation skills including the ability to effectively communicate with all levels of the organization (senior management, physician leadership to front-line staff Requires superior organizational skills, with ability to function independently and effectively in a changing environment, develop timelines and met deadlines, prioritize multiple projects, and mange time effectively Requires experience working with data and databases Physical activity includes frequent walking, periodic assistance with escorting patients and in wheelchairs, carrying patient belongings and training materials
Any appropriate combination of relevant education, experience and/or certifications may be considered.
Bachelor’s degree in relevant field. Five years experience in customer service development, training and implementation Excellent written and verbal communication required
Certification and Licensing:
Minimum 5 years of relevant experience
Knowledge, Skills and Attitudes:
Requires ability to advocate for patients, families, and staff in a complex clinical environment Requires excellent interpersonal skills with individuals in crisis’’ Requires skills in working with teams to achieve goals Requires excellent negotiation skills in a diverse and multi-cultural environment Requires high level od sensitivity to confidential information Requires excellent verbal, written, and presentation skills including the ability to effectively communicate with all levels of the organization (senior management, physician leadership to front-line staff Requires superior organizational skills, with ability to function independently and effectively in a changing environment, develop timelines and met deadlines, prioritize multiple projects, and mange time effectively Requires experience working with data and databases Physical activity includes frequent walking, periodic assistance with escorting patients and in wheelchairs, carrying patient belongings and training materials
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 timeEmployee Type:StaffPay Grade:c105