Patient Experience Specialist – Call Center (Full Time)

About the role

The Patient Experience Specialist provides oversight of the patient care experience within a call‑center environment, delivering immediate service recovery and assistance to patients, families, and staff at an assigned unit or ambulatory site.

Key responsibilities

• Provide service excellence and support to patients, families and UHealth staff.
• Deliver in‑moment service recovery and address patient or family issues at the assigned unit/ambulatory site.
• Engage Patient Experience Representative when issues cannot be resolved immediately.
• Communicate with patients, physicians and employees via phone, email, chat, fax or mail to resolve technical and service inquiries.
• Assist with recognizing, reporting and escalating patient concerns to primary nurses and relevant teams.
• Support a safe environment and collaborate with Risk, Compliance, Quality and Safety teams.

Required profile

• High School Diploma or equivalent with relevant experience.
• Minimum three years of relevant experience in patient experience or call‑center environments.
• Strong written and verbal communication skills.
• Ability to work independently, manage stress and meet daily production standards.

Required skills

• Proficiency with office software and general computer applications.
• Technical aptitude for troubleshooting and using multiple communication platforms.

What we offer

• Competitive salary.
• Comprehensive benefits package including medical, dental and tuition remission.