Patient Experience Specialist 1 (H)

CORE FUNCTIONS

• The 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.

CORE REQUIREMENTS

• Bachelor’s degree in relevant field preferred

• Minimum 3-year proven experience in customer service, hospitality, or relevant fields required

• Proficiency in English; multilingual is strongly preferred
• Able to work in a fast-paced environment with a calm, professional empathetic demeanor
• Ability in multitasking and time-management
• Provide the highest level of customer service and promote a welcoming environment
• Excellent communication skills; speak clearly and maintain a positive tone and a helpful attitude
• Maintains a clean, pleasant and safe working environment
• Maintains professional attire and demeanor to project confidence with patients, families and visitors