Patient Experience Representative - Deerfield Beach
Company: University of Miami
Location: Deerfield Beach
Posted on: June 22, 2022
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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 Department of Patient Experience has an exciting opportunity
for a Full-Time Patient Experience Representative to work at
Deerfield Beach. 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
+ 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
+ Negotiate and mitigates expectations to promote satisfaction,
ensure quality and safety and minimize the risk of adversarial
+ 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
+ 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
+ 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.
+ Generates specific reports to highlight clinical services areas
opportunities for improvement efforts, Including progress,
obstacles and trends in complaints and compliment data.
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.
+ High School diploma or equivalent
+ Minimum 1 year of relevant experience required
+ Ability to communicate effectively in both oral and written
+ Ability to handle difficult and stressful situations with
+ Ability to maintain effective interpersonal relationships.
+ Commitment to the University's core values.
+ Ability to work independently and/or in a collaborative
+ Proficiency in computer software (i.e. Microsoft Office).
Any appropriate combination of relevant education, experience
and/or certifications may be considered.
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
(https://www.hr.miami.edu/careers/eo-ada/index.html) for additional
Keywords: University of Miami, Deerfield Beach , Patient Experience Representative - Deerfield Beach, Other , Deerfield Beach, Florida
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