Patient Experience Operations Nurse| Patient Experience Full Time

UF Health•Leesburg, FL

About The Position

The Patient Experience Operations Nurse promotes UF Health Central Florida’s mission, vision, and values and supports compliance with applicable laws and regulations. Under the direction of the Division Director for Patient Experience, and reporting through the AVP Risk and Regulatory Compliance, this role develops effective relationships with clinical and non-clinical leaders and serves as their daily contact for support and coaching on patient experience initiatives. The nurse participates in planning, developing, implementing, and evaluating patient experience processes, which may include interactive workshops, individual coaching, and analysis of patient satisfaction results. The role is highly visible and serves as a model for patient experience, providing ongoing education and coaching to leaders on improvement, sustainment planning, and corrective action in collaboration with leadership. It requires confidentiality, empathy, compassion, and recovery-service skills in coordination with the Patient Advocate, as well as implementation or coordination of applicable processes and tools.

Requirements

Registered nurse.
Florida Registered Nurse licensure.
Two years of professional experience with demonstrated ability to educate, mentor, and counsel effectively.
Ability to read, write, speak, and understand English.

Nice To Haves

Bachelor’s degree in nursing, healthcare administration, or a relevant area.
Certification as a Certified Patient Experience Professional.
Certification as a Project Management Professional.

Responsibilities

Empower teams to elevate patient experience to top-quartile performance.
Drive implementation and sustainment of patient experience processes and practices across the assigned division or campus.
Develop and mentor clinical and non-clinical team members and leaders to support excellent patient experience and quality outcomes, including HCAHPS and Qualtrics results.
Collaborate with executive leaders and Directors of Nursing on accountability coaching for nurse leaders, ancillary leaders, and team members.
Build and maintain collegial relationships with campus leaders; understand campus culture and unit dynamics to influence, coach, and support clinical teams in implementing patient experience best practices and validation processes.
Consult with executive and department leaders on metric results and strategies for improving the experience of patients and families.
Lead process-improvement observations, assessments, validations, and accountability reviews, including Performance Review Committee meetings.
Participate in orientation and training for new nurses and hires, education, and divisional planning and deployments related to patient experience, as directed.
Communicate the patient experience culture at general orientation, as directed.
Facilitate physician patient-experience strategies through collaborative relationships with nursing leaders, physician leaders, and consultants to support top-quartile CMS CAHPS performance.
Collaborate on course curricula for clinical and non-clinical staff who interact with patients and families, and support project managers and clinicians who shadow, coach, and educate physicians on patient and family interactions and communication, as directed.
Participate in and coordinate development of hospital Patient and Family Advisory Board meetings; share its feedback with department supervisors and leaders to improve patient experience and fulfill the organization’s mission.
Maintain job knowledge through educational opportunities, professional publications, personal networks, and professional organizations.
Manage projects supporting patient experience initiatives, including scheduling, developing and leading meetings, creating and delivering communications, organizing project activities, and tracking and communicating progress.