Senior Patient Experience Representative

About the role

The Senior Patient Experience Representative serves as the primary point of contact for formal patient complaints at the University of Miami. In this role you will lead investigations, coordinate responses, and ensure compliance with federal regulations and hospital policies while delivering compassionate support to patients and families.

Key responsibilities

• Receive and manage formal patient complaints, overseeing the resolution process.
• Conduct thorough, objective investigations and prepare written or verbal responses in line with regulations.
• Engage directly with patients and families, participating in meetings to address concerns in real time.
• Document all relevant information in the department’s feedback database.
• Utilize active listening and empathy to assist patients in achieving resolutions.
• Apply conflict‑resolution techniques and appropriate judgment to triage issues to the correct department.
• Report significant issues to Risk Management for liability assessment.
• Prepare case presentations for the Patient Grievance Review Committee.
• Generate reports highlighting trends and opportunities for service improvement.
• Promote the Office of Patient Experience services and provide coverage for related areas as needed.

Required profile

• Bachelor’s degree in a relevant field.
• Minimum three years of experience handling patient complaints or similar customer‑service roles.
• Strong oral and written communication abilities.
• Ability to remain composed under pressure and manage stressful situations professionally.

Required skills

• Proficiency in documentation and data entry within feedback systems.
• Knowledge of federal regulations and hospital policies related to patient grievances.

What we offer

• Opportunity to impact patient satisfaction within a leading academic health system.
• Collaborative environment with multidisciplinary teams.
• Professional development and training in patient experience management.