Patient Experience Specialist – Full Time

About the role

The Patient Experience Specialist serves as a bridge between patients, their families, and the health system, ensuring concerns and complaints are addressed promptly and compassionately. This full‑time position supports a peaceful healing environment by delivering excellent service to patients, UHealth professionals, and support staff.

Key responsibilities

• Provide service‑excellence support to patients, families, and staff, creating positive experiences.
• Conduct daily patient rounds, documenting confidential feedback in the department’s database.
• Act as a liaison via phone or in‑person, answering questions and addressing concerns.
• Recognize, report, and resolve patient concerns with primary nurses or leaders on the spot.
• Escalate complex complaints to the Senior Specialist when they cannot be resolved immediately.
• Utilize conflict‑resolution skills and organizational resources to triage issues to the appropriate department.
• Investigate cases, follow up with patients/families, and ensure resolution is communicated.
• Contribute to team goals, identify process improvements, and apply patient‑satisfaction best practices.

Required profile

• Bachelor’s degree.
• Strong communication and active‑listening abilities.
• Ability to handle sensitive, potentially challenging situations with empathy.
• Understanding of internal policies, external regulations, and patient‑satisfaction standards.
• Experience in a healthcare or patient‑service environment is preferred.

Required skills