Patient Experience Specialist – Call Center, Full Time

About the role

The Patient Experience Specialist provides oversight of the patient care experience in a call‑center environment, delivering real‑time service recovery and assistance to patients, families, and guests at the University of Miami Health System.

Key responsibilities

• Provides service excellence support to patients, families and UHealth staff.
• Handles patient inquiries via phone, email, chat, fax or mail and resolves issues in real time.
• Escalates unresolved cases to a Patient Experience Representative when needed.
• Collaborates with Risk and Compliance, Legal and Quality teams to maintain a safe environment.
• Interprets Press‑Ganey survey data and reports concerns to primary nurses.

Required profile

• High School Diploma or equivalent with relevant experience.
• Minimum 3 years of relevant experience.
• Learning agility, teamwork and strong communication abilities.
• Ability to work independently under stress and meet daily production standards.

Required skills

• Technical proficiency with office software and related computer applications.
• Strong written and verbal communication skills.

What we offer

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