Patient Experience Specialist

As Mount Sinai grows, so does our legacy of caring

Located in the heart of Miami Beach, overlooking the breathtaking intracoastal waterway, Mount Sinai Medical Center is dedicated to providing exceptional health care to our diverse community enhanced through innovation, technology, teaching, and research.

Mount Sinai is South Florida's largest private independent not-for-profit hospital with 672 beds, and a tight-knit community of more than 4,000 employees and 500 volunteers

We provide world-class care:

• The only hospital in Miami-Dade to be named one of the nation's 100 Top Hospitals by IBM Watson Health
• A pioneer in innovative medical research in areas such as cardiology, cancer, memory disorders and pulmonary diseases
• The BEST cardiac surgery survival rate in Florida
• A new seven-story Surgical Tower with 154 all-private rooms and patient centered technology promotes an exceptional patient experience

Position Responsibilities:

We are looking for an organized patient representative to join our amazing organization. You will be provided with the latest tools, training, and methodologies to develop a great Patient Experience culture and a solid operations performance environment.

You will work with nursing, operations, and support departments’ leaders to assist in their improvement action plans. You will train department leaders to be capable of resolving patient complaints/grievances.

Essential Job Functions (other duties may be assigned):

• Tracks complaints registered by nursing leadership and those received by phone/email/etc., and creates ongoing performance reports

• Ensures nursing units identify & solve problems locally – Helps nursing leadership identify root causes and improvement initiatives and tracks action plans.

• Manages (project owner) Mount Sinai's cross-department initiatives

• Ensures Patient Experience and Conflict Resolution ongoing training program

• Prepares and manage MSMC's Patient Experience Quarterly Committee

• Plans and execute Process Audits (Process Confirmation) calendar

• Ensure Daily Dialogue's proper execution

• Ensures the Employee Engagement Program is executed properly in the units

Knowledge, Skills and Abilities:

• Great attitude and excellent interpersonal and communication skills

• Ability to maintain professional demeanor and appearance

• Meticulous attention to detail.

• Organizational skills with ability to multi-task

• Work independently and manage multiple priorities at a single time

• Problem-solving, time management and prioritization skills

• Positive attitude with ability to work independently and in a team setting

• Flexibility with ability to adapt to change

• Able to communicate effectively in English and Spanish both verbally and in writing in a clear, concise, and empathetic way.

• Proficient in Microsoft Office (Word, Excel, PowerPoint). MS Access experience desired.

Qualifications:

• Associate degree in a related field

• Experience dealing with clients in a service-intensive environments (restaurants, hospitals, etc.)

• Occasional weekend or evening hours required.

Benefits:

We believe in the physical and mental well-being of our employees and are committed to offering comprehensive benefits that fit their personal needs. Our robust employee benefits package includes:

• Health benefits
• Life insurance
• Long-term disability coverage
• Healthcare spending accounts
• Retirement plan
• Paid time off
• Tuition reimbursement
• Employee assistance program
• Wellness program
• On-site housing for selected positions and more!