Current Employees:

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The Department of Patient Experience has an exciting opportunity for a Full-time Supervisor, Patient Experience & Concierge, who will provide leadership, direction, coordination, and administration to the Patient Experience and Concierge team. The Supervisor, Patient Experience & Concierge, provides general oversight of the patient care experience. The incumbent will evaluate, administer, and manage all business and administrative matters including budget, operations, programs, metrics, and personnel administration for the assigned department.

CORE FUNCTIONS

• Provides leadership, education, and orientation to all patient experience specialist staff. Monitors daily staff productivity and communications results, discrepancies, and solutions.

• Strategizes with leadership to identify and improve patient care services.

• 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 common goals.

• Negotiates and mitigates expectations to promote satisfaction, ensure quality and safety and minimize the risk of adversarial outcomes.

• Provides consultation for professional staff and hospital concerning disclosure in collaboration with Risk Management.

• Develops appropriate resolutions with risk management staff to manage patient incidents and prevent adversarial outcomes effectively.

• 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 an effective resolution.

• Accessible via text or page during Office of Patient Experience hours of operations.

• Drafts formal responses to patients on behalf of senior and administrative leadership (CEO, COO, CNO, CMO) in writing.

• Conducts rounds with unit-based patient experience specialists and interdisciplinary teams in assigned clinical areas to obtain pre-emptive feedback.

• Documents information regarding patient and staff concerns and requests in the 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.

• Establishes and continuously assesses the effectiveness of the internal controls within the unit and compliance with university policies and procedures.

• Ensures employees are trained in controls within the function and on university policy and procedures.

Department Specific Functions

• Work Schedule: Three 12-hour shifts including weekends. Act as a backup to the Director of Concierge Services.

• Serve as the representative of UHealth Tower leadership, actively assisting HPP patients and adeptly managing any concerns or grievances they may present.

• Build and maintain relationships with HPP Patients

• Coordinate special requests and ensure all HPP patient needs are met.

• Develop and implement HPP programs and initiatives.

• Collaborate with other departments to ensure seamless HPP experiences.

• Conduct hospital in-patient visitations to ensure a positive patient experience. Address any service issues with the pertinent internal staff members and/or departments.

• Monitor the monthly patient experience survey, conduct data analysis, identify trends, conduct service recovery, and assist with communications.

• Oversee the weekend operations for UHealth Tower Patient Experience, including Customer Services Representative and Specialists.

• Demonstrates leadership skills and is a role model and team player for staff and professionals. Acts as a resource for any departmental staff or managers regarding information about complaints, grievances, interpreters, and concierge services.

• Coordinates and conducts thorough, objective investigations and prepares appropriate written and/or verbal responses to patients and/or families according to federal regulations and hospital policy.

• When appropriate, meet with patients and families, participate in family meetings, and address concerns in real time.

• Collects accurate documentation of confidential and all other pertinent information within the feedback module database used by the department.

• Collaborate with UHealth Tower leaders and service lines to contribute toward team goals and strategies; identify process and system improvement opportunities.

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.

MINIMUM QUALIFICATIONS

• Bachelor’s degree in a relevant field required preferred.

• Minimum 2 years of relevant customer service leadership experience preferred.

Knowledge, Skills, and Attitudes:

• Ability to maintain effective interpersonal relationships.

• Commitment to the University’s core values.

• Ability to direct, manage, implement, and evaluate department operations.

• Ability to establish department goals and objectives that support the strategic plan.

• Ability to effectively plan, delegate and/or supervise the work of others.

• Ability to lead, motivate, develop, and train others.

• 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 information.

Job Status:

Full time

Employee Type:

Staff

Pay Grade:

H10

The mission of the University of Miami is to transform lives through education, research, innovation, and service. A vibrant and diverse academic and healthcare community, the University of Miami and the University of Miami Health System ("UHealth") have rapidly progressed to become one of the nation’s top research universities and academic medical centers in the nation.

The University comprises 12 schools and colleges serving undergraduate and graduate students in more than 350 majors and programs. Visit welcome.miami.edu/about-um to learn more about our points of pride.

The University ranks No. 55 on U.S. News & World Report’s 2022 Best Colleges list and ranked No. 49 in the 2022 Wall Street Journal/Times Higher Education College Rankings.

Bascom Palmer Eye Institute is ranked the #1 eye hospital in the USA and offers some of the nation's premiere eye doctors to treat every eye condition for adults. Sylvester Comprehensive Cancer, part of the Miller School of Medicine, received the prestigious National Cancer Institute designation in 2019.

The University of Miami and UHealth have also ranked among the Forbes Best Employers and Best Employers for Women on several occasions, most recently in 2022.

Transforming lives

With more than 17,000 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.