Patient Improvement Experience Specialist | FT

UF Health • Jacksonville, FL

2d • Onsite

About The Position

The Patient Experience Improvement Specialist serves as the champion for customer service and patient satisfaction. Reporting to the Director of Patient Services, this position is instrumental to the successful implementation of the mission, vision, goals and objectives in providing an exceptional patient experience at UF Health Jacksonville. This position has responsibility for all aspects of improving the patient experience and provides daily support and management oversight. The incumbent fosters a patient and family centered approach to identifying and addressing concerns. Identifies and presents trends that might be addressed to improve quality and patient experience. Other duties include process improvement, program development, project management, data analysis and presentation, and service excellence coaching. Works collaboratively with all departments to identify and drive systematic change throughout the organization.

Requirements

• Bachelor's Degree. Fifteen (15) years of relevant experience may be accepted in lieu of bachelor's degree requirement.
• Valid Florida or Georgia Driver's license with clean record, or violations not exceeding maximum points as provided in hospital policy.
• Certified Patient Experience Professional (CPXP) required within 1 year of date of hire or transfer.
• 3-5 years' experience managing improvement projects, improving patient experience.
• Strong analytical, interpersonal, and leadership skills with knowledge of HCAHPs, CMS/VBP, and patient satisfaction data and quality improvement processes.
• Demonstrated management skills with experience in communication and presentation to executive levels and strong skills in facilitating group processes.
• Excellent interpersonal and negotiating skills with the ability to influence across functional lines.

Nice To Haves

• Degree in healthcare discipline, business, management, or hospitality
• Lean Six Sigma Certification.
• Project Management (PMP) Certification
• A minimum of three (3) years' experience in a hospital or healthcare system. Preferably in a large complex setting.

Responsibilities

• Serves as the champion for customer service and patient satisfaction.
• Fosters a patient and family centered approach to identifying and addressing concerns.
• Identifies and presents trends that might be addressed to improve quality and patient experience.
• Process improvement, program development, project management, data analysis and presentation, and service excellence coaching.
• Works collaboratively with all departments to identify and drive systematic change throughout the organization.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level