Patient Experience Specialist

at  Mount Sinai Medical Center Florida

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, Bachelors desired
• Bilingual in Spanish required
• Experience dealing with clients in a service-intensive environments (restaurants, hospitals, etc.)
• Occasional weekend or evening hours required.

We are looking for an organized Patient Experience Specialist 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.

• 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