Patient Experience Specialist

Patient Experience Specialist

As Mount Sinai grows, so does our legacy in high-quality health care.

Since 1949, Mount Sinai Medical Center has remained committed to providing access to its diverse community. In delivering an unmatched level of clinical expertise, our medical center is committed to recruiting and training top healthcare workers from across the country. We offer the latest in advanced medicine, technology, and comfort in 12 facilities across Miami-Dade (including our 674-bed main campus facility) and Monroe Counties, with 38 medical services, including cancer care, 24/7 emergency care, orthopedics, cardiovascular care, and more. Mount Sinai takes pride in being South Florida's largest private independent not-for-profit hospital, dedicated to continuing the training of the next generation of medical pioneers.

Culture of Caring: The Sinai Way

Our hardworking, tight-knit community of more than 4,000 dedicated employees fosters an environment of care and compassion. Each member plays a vital role in our collective mission to deliver excellent healthcare through innovation, education, and research. At Mount Sinai, we take pride in our achievements, aiming to be a beacon of quality healthcare in South Florida. We welcome all healthcare professionals to join our thriving community and contribute to our pursuit for clinical excellence.

Position Responsibilities

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

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.

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

• Pet Insurance

• Tuition reimbursement

• Employee assistance program

• Wellness program