Patient Experience Specialist
About The Position
BayCare is seeking a passionate and strategic Patient Experience Partner to support and elevate patient experience across several key facilities: Winter Haven Hospital, Winter Haven Women's Hospital, Bartow Regional Medical Center, and BayCare Hospital Wesley Chapel. This role is ideal for a service excellence professional who thrives in collaborative environments and is driven to make a meaningful impact on patient and family experiences. What You'll Do Lead efforts to assess, measure, and communicate the customer experience across your assigned region Collaborate with local and system-level leadership to implement proven best practices and sustainable improvement strategies Facilitate patient experience meetings with site leaders to review performance metrics and develop targeted improvement tactics Act as a subject matter expert in service excellence, guiding leaders in interpreting and contextualizing survey data Partner with Quality and Performance Improvement teams to deploy unit-based practices that ensure consistent, extraordinary experiences Build and maintain strong relationships across all levels of staff and leadership Provide coaching, mentoring, and support to identify opportunities and drive continuous improvement Contribute to the planning and development of processes that enhance the overall customer experience The Ideal Candidate Works independently and takes initiative while also thriving in collaborative environments Has strong analytical and problem-solving abilities Communicates effectively and builds trust across diverse teams Demonstrates expertise in service excellence and patient-centered care Interprets survey data and translates insights into actionable strategies Brings a strong background in process improvement and change management Is passionate about improving healthcare experiences for patients and families
Requirements
- Bachelor's degree in Business, Healthcare, Nursing, or a related field
- 5 years of experience in project management or performance/process improvement in service excellence
- 5 years of RN bedside experience (if degree is in Nursing)
Nice To Haves
- CPXP (Certified Patient Experience Professional) certification
- Experience in a healthcare-related industry
- Familiarity with CMS patient experience survey processes and methodologies
Responsibilities
- Lead efforts to assess, measure, and communicate the customer experience across your assigned region
- Collaborate with local and system-level leadership to implement proven best practices and sustainable improvement strategies
- Facilitate patient experience meetings with site leaders to review performance metrics and develop targeted improvement tactics
- Act as a subject matter expert in service excellence, guiding leaders in interpreting and contextualizing survey data
- Partner with Quality and Performance Improvement teams to deploy unit-based practices that ensure consistent, extraordinary experiences
- Build and maintain strong relationships across all levels of staff and leadership
- Provide coaching, mentoring, and support to identify opportunities and drive continuous improvement
- Contribute to the planning and development of processes that enhance the overall customer experience
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
