Posted in Other 7 days ago.
Location: Miami, Florida
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The 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 per-diem 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 S pecialist 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. A ssist 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.