Patient Experience Operations Nurse| Patient Experience Full Time

UF Health•The Villages, FL

About The Position

The Patient Experience Operations Nurse promotes UF Health Central Florida’s mission, vision, and values and supports compliance with applicable federal, state, and local laws and regulations. Under the direction of the Division Director for Patient Experience and reporting through the AVP Risk and Regulatory Compliance, this role serves as a daily contact for clinical and non-clinical leaders, providing support and coaching related to patient experience initiatives. The nurse participates in planning, developing, implementing, and evaluating patient experience processes, including workshops, individual coaching, and analysis of patient satisfaction results. The role is highly visible and serves as a model for patient experience, providing ongoing coaching and education to leaders to improve and sustain patient experience practices and support corrective action in collaboration with leadership. It requires confidentiality, empathy, compassion, and recovery-service skills, and includes implementing or coordinating the deployment of applicable processes and tools. The position empowers teams to pursue top-quartile patient experience performance. It supports the implementation and sustainment of processes across the assigned Division or Campus, develops clinical and non-clinical team members and leaders, and collaborates with executive, nursing, physician, and department leaders. The role also supports patient experience improvement efforts measured through HCAHPS, Qualtrics, and CMS CAHPS, and manages projects that advance patient experience initiatives.

Requirements

Registered nurse.
State of 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.
Certified Patient Experience Professional certification.
Project Management Professional certification.

Responsibilities

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 improve patient experience and quality performance, 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 unit dynamics and culture, and support teams through 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 patient experience physician strategies in collaboration with nursing leaders, physician leaders, and consultants to improve CMS CAHPS performance.
Collaborate on 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, and share feedback with department supervisors and leaders to improve patient experience.
Maintain job knowledge through educational opportunities, professional publications, personal networks, and professional organizations.
Manage patient experience projects, including scheduling, developing and leading project meetings, preparing and delivering communications, organizing project activities, and tracking and communicating progress.