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AdventHealth Careers for VeteransPatient Experience Manager
Ocala, FL

All the benefits and perks you need for you and your family:

  • Benefits from Day One

  • Paid Days Off from Day One

  • Student Loan Repayment Program

  • Career Development

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Schedule: Full Time

Location: 1500 SW 1 st Ave Ocala, Florida 34471

The community you’ll be caring for: AdventHealth Ocala

  • Horse Capital of the World- Home to the World Equestrian Center

  • Affordable cost of living

  • Destination for outdoor enthusiast (golf, kayaking, horseback riding, nature trails)

  • Vibrant downtown area with award winning establishments

  • Family friendly with many parks and recreations

  • Driving distance to Gainesville, St. Augustine, Orlando, Tampa, Sarasota

  • Part of the community since 1898, providing healthcare to Marion County for over 120 years

  • AdventHealth Hospital Ocala offers a broad spectrum of services, with programs that are nationally recognized and accredited

  • Spectacular springs throughout the county

The role you’ll contribute:

The Regional Patient Experience Manager is responsible for directly managing the operations and improvement program of AHS Patient Experience in the West Florida Division, with assignment to a specific campus or multiple campuses. Working with AHS Patient Experience and Campus Leadership, the manager develops and implements strategic best practices in the most effective manner across the region. This role provides senior level consulting and coaching to executives, middle and front line leaders in the best practices for patient experience, requiring solid knowledge of functional best practices and critical thinking related to how to best influence the field in process improvement. Additionally, this position leads or participates in the planning of regional and major system events including conferences and strategic forums. As a leader in implementing improvements in patient experience, this role requires a strong working knowledge of effective reporting and interpretation of survey results, along with an understanding of statistical concepts. This role works with the AHS headquarters to manage the site visit program for assigned campus(es), leveraging Press Ganey Advisor resources to provide appropriate education. This position serves as a change agent for Adventist Health System and requires strong experience in process improvement, along with a proven track record of leading others in the improvement of patient experience.

The value you’ll bring to the team:

Patient Experience Program Management Responsibilities

  • Working with other campus based managers, manages the patient experience program for the West Florida region, demonstrating strategic planning capabilities and negotiation skills.

  • Works closely with executive leaders at assigned campus to ensure that we are most effectively meeting the needs of each facility and regional progress as a whole, while creatively leveraging limited resources.

  • Effectively manages the consulting and coaching program to best leverage both self and external coaches/advisors with the most effective coverage at assigned campus(es). Evolves coaching models as necessary to best meet needs and drive improvement.

  • Actively participates in strategic planning for patient experience in the region and system-wide.

  • Demonstrates strong project management skills, and effectively develops and monitors project workplans to completion.

  • Leads committees/efforts at assigned campus(es) and leverages best practices across West Florida.

  • Leverages the power of story and patient comments at assigned campus(es) to advance patient experience improvement, and provides on-going story contribution to the headquarters office.

  • Influences accountability in the field working closely with campus senior leadership on the best approach, including performance review/patient experience committees.

Patient Experience Consulting

  • Consults with senior leadership at assigned campus(es), and mentors leaders, physicians and staff at all levels in best practices for patient and family experience.

  • Collaborates with executives and leaders in the field to create and oversee unit/department level action plans to drive improvement at assigned campus(es).

  • Organizes consulting priorities in a strategic manner, and pro-actively works with executives to ensure focus on the most critical areas for patient experience improvement.

  • Leads measurable improvement at assigned campus(es) based on goals established with AHS Patient Experience leadership.

  • Working with the System Director, develops consulting methods and standard feedback mechanisms for use with campuses, requiring innovation and creative approach.

  • Seeks out system standards for consulting on patient experience initiatives, strives for consistency and leverages work product of the AHS Patient Experience team.

  • Demonstrates expertise and consults with skill on all tools in place at assigned campus(es) to support the entrenchment of best practice, including technology/online and paper based tools.

  • Understands and stays current on CMS CAHPS requirements, Value Based Purchasing, Press Ganey & CAHPS survey processes, results and statistical significance, and is able to articulate them in a written or oral mode to all levels of the organization.

Patient Experience Education

  • Develops strategic recommendations for curriculum necessary to support patient experience improvement initiatives in the field across the continuum of care, including innovative approaches for delivery.

  • Participates in the planning of the annual Patient Experience Summit, and supports all team efforts during the event.

  • Conducts engaging training classes and meetings as needed in support of key initiatives.

  • Working with department leaders, contributes to the educational content planning of all patient experience strategy online forums and leadership workshops throughout the year.

  • Engages in the development and deployment of consistent education for patient experience using innovative and effective training approaches, demonstrating sound knowledge of adult learning methods.

  • Seeks out system standards for education on patient experience initiatives, strives for consistency and leverages work product of the AHS Patient Experience team.

  • Ensures all educational materials and approach leveraged at assigned campus(es) meets system standards for consistent message, templates and professionalism.

  • Serves as a lead educator and sustainment driver for CREATION Health principles in patient experience and care at assigned campus(es).

The expertise and experiences you’ll need to succeed:

Minimum qualifications :

  • Bachelor’s degree in nursing

  • Minimum of five (5) years of healthcare related experience

  • 2 years leadership experience

  • 5 years of experience as an RN

  • Demonstrated history of leading strong improvement results in patient experience

  • RN License

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location.

Category: Patient Experience

Organization: AdventHealth Ocala

Schedule: Full-time

Shift: 1 - Day

Req ID: 24013075

We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability/handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment.

Job Snapshot

  • Facility: AdventHealth Ocala

  • Job Schedule: Full-time

    Pay Range: $46.238 - $69.357

  • Location: Ocala, FL

  • Job ID: 24013075

  • Job Family: Patient Experience

  • Shift: 1 - Day

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