Patient Experience Specialist, Per Diem

About the role

The Patient Experience Specialist, Per Diem, serves as a bridge between patients, their families and the University of Miami Health System. Working on a flexible, as‑needed schedule, the specialist ensures that patient concerns and complaints are captured, reviewed and directed to the right resources to improve overall satisfaction.

Key responsibilities

• Provide service‑excellence support to patients, loved ones, clinicians and support staff, creating positive and memorable experiences.
• Conduct daily patient rounds, accurately documenting feedback and complaints in the department’s feedback module.
• Serve as a liaison by phone or in person, answering questions and addressing concerns.
• Identify, report and help resolve patient issues with the primary nurse or leader at the bedside.
• Escalate complex or unresolved complaints to the Senior Specialist for further action.
• Apply conflict‑resolution techniques and organizational resources to triage concerns to the appropriate department.
• Investigate case outcomes and follow up with patients and families to confirm resolution.
• Contribute to team goals, suggest process improvements and adhere to university policies and regulations.

Required profile

• Bachelor’s degree in a relevant field.
• Experience in patient‑focused roles within a healthcare setting, preferably handling feedback or complaints.
• Strong communication, active‑listening and empathy skills.
• Ability to manage sensitive information and follow internal and external compliance guidelines.
• Demonstrated conflict‑resolution and problem‑solving abilities.

Required skills