- 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.
- 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.
- Bachelor's degree in a relevant field required preferred.
- Minimum 2 years of relevant customer service leadership experience preferred.
- 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).
-
Baptist Hospital of Miami Miami, United States Part timeBaptist Health South Florida is the largest healthcare organization in the region, with 12 hospitals, more than 27,000 employees, 4,000 physicians and 100 outpatient centers, urgent care facilities and physician practices spanning across Miami-Dade, Monroe, Broward and Palm Beach ...
-
Baptist Hospital of Miami Miami, United StatesBaptist Health South Florida is the region's largest not-for-profit healthcare organization with 12 hospitals, more than 27,000 employees, 4,000 physicians, and 200 outpatient centers, urgent care facilities, and physician practices spanning across Miami-Dade, Monroe, Broward, an ...
-
Supervisor, Patient Experience Concierge
2 weeks ago
InsideHigherEd Coral Gables, United States OTHERCurrent 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 th ...
-
American Express Miami, United StatesYou Lead the Way. We've Got Your Back. · With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, comm ...
-
Baptist Health South Florida Miami, FL , USA, United StatesPatient Experience Concierge is the Hospital's Director of First Impression responsible for the patient and family member's initial needs. Responsible for connecting patients/family with accurate information. Maintain relationships with supporting departments. Demonstrate excelle ...
-
Baptist Health South Florida Miami, United States Full time· Baptist Health South Florida is the largest healthcare organization in the region, with 12 hospitals, more than 27,000 employees, 4,000 physicians and 100 outpatient centers, urgent care facilities and physician practices spanning across Miami-Dade, Monroe, Broward and Palm Be ...
-
Baptist Health South Florida Miami, United States Full time· Baptist Health South Florida is the region's largest not-for-profit healthcare organization with 12 hospitals, more than 27,000 employees, 4,000 physicians, and 200 outpatient centers, urgent care facilities, and physician practices spanning across Miami-Dade, Monroe, Broward, ...
-
American Express Miami, United States Full time· You Lead the Way. We've Got Your Back. · With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, c ...
-
Baptist Health South Florida Miami, United States Full time· Baptist Health South Florida is the largest healthcare organization in the region, with 12 hospitals, more than 27,000 employees, 4,000 physicians and 100 outpatient centers, urgent care facilities and physician practices spanning across Miami-Dade, Monroe, Broward and Palm Be ...
-
Baptist Health South Florida Miami, FL , USA, United StatesPatient Experience Concierge is the Hospital's Director of First Impression responsible for the patient and family member's initial needs. Responsible for connecting patients/family with accurate information. Maintain relationships with supporting departments. Demonstrate excelle ...
-
Korn Ferry Health - Clinical Search Division Miami, United States Full timeUHealth Premier Concierge Medicine is seeking a qualified internal medicine candidate who will have current American Board of Internal Medicine (ABIM) certification and at least 10 years of ambulatory care practice experience in an Executive Health, Concierge Medicine and/or Gene ...
-
UMMG Staff Physician
2 weeks ago
University of Miami North Miami, United States Full timeCurrent Employees: · If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click 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 th ...
-
Operations Manager
3 weeks ago
NuLife Institute Miami, United StatesPosition Title: Operations Manager - High-End Concierge Medical Practice · Overview: We are seeking a dynamic and experienced Operations Manager to join our high-end concierge medical practice. The ideal candidate will be responsible for overseeing the day-to-day operations of th ...
-
Front Desk/ Customer Service in Kendall
2 weeks ago
5th Avenue Concierge Miami, United States5th Avenue Concierge - JOB DESCRIPTION Have you ever dreamed of going to a hotel in Paris, London, Italy or even Dubai, welcomed by a very friendly, warm and professional receptionist.Well, you could be that person in charge of making others feel valuable and special here in the ...
-
Soliant Miami, United StatesMinimum 1+ years pharmacy experience required. · Soliant has been engaged to find a skilled retail pharmacist to cover a 14-16 month maternity leave for our client in Miami, FL. This position will start at the end of July and offers a structured schedule in a dynamic pharmacy env ...
-
Travel Respiratory Therapist
6 days ago
Epic Travel Staffing Miami, United StatesEpic Travel Staffing is seeking an experienced Respiratory Therapist for an exciting Travel Allied job in Miami, FL. Shift: 3x12 hr nights Start Date: 06/17/2024 Duration: 13 weeks Pay: $ / Week Job Opportunities · This is a travel Registered Respiratory Therapist assignment in ...
-
Retail Pharmacist 14-16 Month Coverage Miami, FL
20 hours ago
Soliant Miami, United StatesMinimum 1+ years pharmacy experience required. · We are seeking a dedicated and experienced Retail Pharmacist to cover a 1416-month maternity leave starting at the end of July. Our partnered Pharmacy is a premier Concierge Pharmacy known for its exceptional service and personaliz ...
-
FL Retail Pharmacist
1 day ago
Soliant Miami, United StatesMinimum 1+ years pharmacy experience required. · We are seeking a dedicated and experienced Retail Pharmacist to join our concierge pharmacy team in Miami, FL on a 16-week contract. Our pharmacy specializes in delivering medications to patients via courier for same or next-day se ...
-
Convention Services
5 days ago
Fontainebleau Miami Beach Miami Beach, United States Regular Full timeOverview · "IF YOU CREATE THE STAGE SETTING AND IT IS GRAND, EVERYONE WHO ENTERS WILL PLAY THEIR PART." · - Morris Lapidus · A spectacular blend of Golden Era glamour and modern luxury, Fontainebleau today reinvents the original vision of legendary architect Morris Lapidus - ...
-
Work From Home Travel Consultant
3 weeks ago
Fairy Tail Travels Miami, United StatesWe are looking for an energetic, driven, and detail-oriented Travel coordinator. Our Travel Coordinators play a key role in our travel team building itineraries, crafting emails, performing hotel rate checks, arranging concierge services, corresponding with suppliers, and buildin ...
Supervisor, Patient Experience Concierge - Miami, United States - University of Miami
Description
Current Employees:
If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click 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 .
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
MINIMUM QUALIFICATIONS
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 for additional information.
Job Status:
Full timeEmployee Type:
StaffPay Grade:
H10
Supervisor, Patient Experience Concierge professionals in Miami
-
JOSEPH VINCENT
Family Nurse Practitioner
-
Junior Dor
Housekeeping Manager
-
Karina Schuetze
Office manager, book keeper, supply inventory
-
Micheleen Clancy
Licensed Practical Nurse
-
sebastian sierra
Registered Nurse
-
Marisol Bennett
APRN adult and gerontology