Description

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

• Benefits from Day One

• Paid Days Off from Day One

• 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: Part Time - 24 hours per week

Shift : Day

The community you’ll be caring for:

Location: 601 E. Rollins St., Orlando, FL 32801

·

· Located on a lush tropical campus, our flagship hospital, 1,368-bed AdventHealth Orlando

· serves as the major tertiary facility for much of the Southeast, the Caribbean and South America

· AdventHealth Orlando houses one of the largest Emergency Departments and largest cardiac catheterization labs in the country

· We are already one of the busiest hospitals in the nation, providing service excellence to more than 32,000 inpatients and 125,000 outpatients each year

The role you’ll contribute:

The Patient Experience Supervisor works closely with patient experience leadership and campus leadership in consulting and developing assessments, communication strategies, priorities, education and action plans for areas of focus to drive key performance indicators (KPIs). This includes, but is not limited to, two-way communication with patients and families and creation of education materials and training for staff. The Patient Experience Supervisor is known as an expert in the field of patient experience and manages short- and long-term strategic projects to achieve top-decile performance. Assists in maintaining a data warehouse of raw data from the voice of patients and families; analyzes, creates, and reviews patient satisfaction data (Press Ganey/CAHPS) surveys, comments, letters, and phone calls. Actively participates in outstanding customer service and accepts responsibility in maintaining relationships that are equally respectful to all.

Qualifications

The expertise and experiences you’ll need to succeed :

Minimum Qualifications:

EDUCATION AND EXPERIENCE REQUIRED:

· Bachelor’s degree in Business Administration, Marketing Research, Communications, Healthcare or related field

· Five (5) years of experience in healthcare

· Experience in developing training materials and programs

· Proficiency in Microsoft Office Suite.

· Excellent communication, interpersonal skills and ability to lead, facilitate, consult, research and educate.

· Analytical thinking and highly skilled in working with data and technology.

· Ability to be a change agent who positively influences others to gain acceptance for important System and clinical programs and processes.

· Ability to teach, translate, and interpret patient satisfaction analytics by generating reports and dashboards.

· Accepts responsibilities and functions in a collaborative Patient Experience team model.

· Ability to be a change agent who positively influences others to gain acceptance for important System and clinical programs and processes.

· Ability to teach, translate, and interpret patient satisfaction analytics by generating reports and dashboards.

· Accepts responsibilities and functions in a collaborative Patient Experience team model.

Preferred Qualifications:

• Certification in a quality improvement methodology/toolset such as Lean, Six Sigma, Change Management, or related discipline.

• Project management certification such as Certified Associate in Project Management (CAPM) or Project Management Professional (PMP).

• Utilize leadership skills and the ability to coach, mentor, and motivate

• Problem solving and listening skills

• Effective in building relationships and gaining credibility

The value you’ll bring to the team:

· Develop patient experience education for audiences of physicians, leaders and front-line caregivers. Continually research and update ongoing trainings and educational programs to stay up to date with the changing environment.

· Assist with presenting education for all patient experience training/presentations involving entry level, clinical, and physicians.

· Owns and organizes inventory of educational materials/PE supplies, training presentations, communication boards and logs.

· Customizes new presentations/training modules based on unit or campus specific patient experience educational needs.

· Monitors Customer Satisfaction Outcomes on a monthly basis and report analyzed trends to assist unit leaders in managing and developing performance improvement action plans with timelines, milestones, KPI’s, and assessments.

· Consults with department leaders on customer satisfaction data, analytics and forecasting that support evidence-based best practice strategies and programs to implement to drive clinical operations and culture improvements across the care continuum.

· Research external and internal strategies and initiatives for benchmarking purposes, which results in developing evidence-based best practices for implementation and standardization across the care continuum.

· Develops and maintains strong collegial partnerships with unit manager to support the clinical team through coaching and implementation and validation of best practices.

· Presents and creates patient satisfaction results and findings using written and narrative descriptions, charts, graphs and tables, and/or presentation form. Responds to data requests from leadership, physicians, operational leaders, and others.

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.

Category: Patient Experience

Organization: AdventHealth Orlando

Schedule: Part-time

Shift: 1 - Day

Req ID: 23030047

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.