Patient Experience Quality Assurance Coach - Orlando Health Cancer Institute

Orlando Health•Orlando, FL

About The Position

As a top cancer care provider in Florida, Orlando Health Cancer Institute is a comprehensive, multidisciplinary cancer program consisting of six treatment sites and more than 10 practice locations that serve the region’s adult oncology needs. Specializing in more than 200 types of cancer, an expert team of medical professionals provides personalized care with the most state-of-the-art technologies, such as advanced radiation and proton therapies, and bone marrow transplant and cellular therapy. Through a robust research program, the institute also supports physician involvement in numerous research studies and clinical trials that give patients access to innovative diagnosis, treatment and symptom management options. In addition to being accredited by the Commission on Cancer, a program of the American College of Surgeons, Orlando Health Cancer Institute has earned accreditations and certifications in several areas — including medical oncology and hematology/oncology, radiation oncology, cellular therapy, rectal cancer, and breast care — from the respective accrediting organizations, and recently was named in the 2023 Becker's Hospital Review “60 Hospitals and Health Systems with Great Oncology Programs” list. Orlando Health Cancer Institute is part of the Orlando Health system of care, which includes 24 award-winning hospitals and ERs, 9 specialty institutes, 14 urgent care centers, 100+ primary care practices and more than 60 outpatient facilities that span Florida’s east to west coasts and beyond. Collectively, we honor our 100-year legacy by providing care for more than 142,000 inpatient and 3.9 million outpatient visits each year. Orlando Health is committed to providing you with benefits that go beyond the expected, with career-growing FREE education programs and well-being services to support you and your family through every stage of life. We begin your benefits on day one and offer flexibility wherever possible so that you can be present for your passions. “Orlando Health Is Your Best Place to Work” is not just something we say, it’s our promise to you. Position Summary The Patient Experience Quality Assurance Coach is responsible for conducting coaching, maintaining quality standards, and collaborating with leadership on ways to improve quality and experience. This position coordinates on-going trainings and education materials relative to Patient Experience. The Patient Experience Quality Assurance Coach provides feedback, coaching, resources, and works with team members and leadership to achieve goals and deliver highly reliable patient experience outcomes. This position supports the Orlando Health Medical Group with quality initiatives, process improvements, and overall performance improvement. Performs analytics, reporting, observations, trainings, and communicates with leadership for accountability of the patient experience outcomes. Responsible for monitoring patient experience platform, Rounding, and patient/ team member interactions.

Requirements

Associate degree in Business Administration, Education, Health Services Administration or a related field required or High School Graduate with 2 years of equivalent or relevant experience in coaching, analytics and delivering feedback; (in addition to the requirements listed in the Experience Section);
Two (2) years of relevant experience with 1+ years in healthcare preferred
Strong customer service skills required
Experience and knowledge of medical practice operations preferred
Adult training or teaching experience desired

Nice To Haves

Bachelor’s Degree Preferred.
Demonstrates a personal commitment to promoting high performance
Possesses excellent communication and presentation skills
Demonstrates diplomacy and patience while interacting with colleagues
Holds strong analytical and problem-solving skills
Maintains a positive attitude and proactive approach.
Thinks quickly and uses appropriate judgment
Experience with Microsoft products.

Responsibilities

Reviews patient experience metrics, composed of patient survey metrics and comments to identify trends and implement strategic plans for improvement.
Assists management in the development and updating of reports to identify and track quality trends.
Provides feedback/coaching to team members and leadership based on quality standards.
Answers questions and assists team members with issues regarding core behavioral skills, Orlando Health policies, and procedures.
Remains current and proficient in all operational procedures and best in class service skills to provide appropriate coaching based on quality assurance trends.
Coordinates and assists initial and on-going training, coaching, and development of new hires and current team members.
Coordinates with Patient Access Center Quality Assurance to ensure quality metrics are met for the medical practices.
Identifies medical practices to identify areas of patient experience improvement.
Reviews and maintains reports and databases to monitor patient experience tracks and trends.
Owns and structures accountability and key success metrics to track the impact of the initiatives to the desired outcomes.
Supports and reinforces communication protocols with patients and the practice to provide ongoing feedback regarding core skills, accuracy/errors.
Supports and reinforces training with team members on the purpose of service excellence and how to ensure high reliability outcomes.
Manages multiple continuous projects to support the implementation of process improvements, both intradepartmental and interdepartmental.
Assists in expediting issue resolutions through resources and communication.
Communicates effectively verbal and written with, training and leadership.
Participates in corporate downtime recovery and emergency intakes as assigned.
Participates in all requirements of the Professional Development focusing on systems, workflows and overall experience.
Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLAs and other federal, state and local standards.
Maintains compliance with all Orlando Health policies and procedures.
Other job duties as assigned.

Benefits

Orlando Health is committed to providing you with benefits that go beyond the expected, with career-growing FREE education programs and well-being services to support you and your family through every stage of life. We begin your benefits on day one and offer flexibility wherever possible so that you can be present for your passions.

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