Regional Director of Patient Experience and Collaborative Solutions

Orlando Health•Lakeland, FL

About The Position

The Regional Director of Patient Experience and Collaborative Solutions is responsible for maintaining understanding of patient experience and quality outcome data, partnering with sites to increase understanding, and supporting improvement work to optimize our care delivery. This role maintains focus on analysis of patient populations and the care delivery processes that support them to develop understanding of best practices and opportunities for enhancement. This leader will maintain strong relationships with the system and site leadership team to support Orlando Health in its efforts to improve the delivery of health care in our communities. With responsibility to region, this role will share time between sites, maintain presence with the teams to establish strong relationships, and support strategy implementation. The Regional Director of Patient Experience and Collaborative Solutions will serve as a representative for the system within our communities to demonstrate the key behaviors that guide our culture and care delivery for Orlando Health, Baptist Health, and Bayfront Health. About Orlando Health Watson Clinic Lakeland Highlands Hospital Opening in summer 2026, the Orlando Health Watson Clinic Lakeland Highlands Hospital will serve as a vital healthcare hub, offering: 300+ inpatient beds 60 patient beds and 20 observation beds in the emergency room 10+ operating rooms, including c-section, cardiac and interventional suites Labor and delivery services, including a neonatal intensive care unit (NICU) that will debut shortly after hospital opens Cardiac care with diagnostic testing at opening, with interventional cardiology services launching shortly thereafter Neuroscience services with advanced stroke and spine care Additional specialized programs to launch in the future This hospital represents one of Orlando Health’s largest investments in Polk County, ensuring long-term access to expert, compassionate care. Learn more: Watson Clinic

Requirements

Bachelor’s degree in a related field required
Two (2) years of patient experience required
Two (2) years of management experience or experience managing projects required
Experience with data analysis and data understanding
Working knowledge of Microsoft Office Programs (Word, Excel, Outlook, PowerPoint) required

Responsibilities

Works with system and site level Administrative Teams to collaboratively develop, guide, and support strategies related to improvement in care delivery and patient encounters spanning across multiple services in the system.
Partners with leadership and frontline teams to improve understanding of the principles of care delivery and patient experience in relation to their daily work
Coaches leadership, providers, and team members on methods to achieve patient experience goals
Develops and presents patient experience analysis and metrics to leadership and their individual units
Interprets data into meaningful information for leadership. Conducts correlation studies for patient experience data and other quality data in the organization
Effectively interprets patient experience data to identify trends and key drivers; recommends changes and follows up on deployment
Takes best practices from diverse industries and implements in line with the culture and values of this organization
Ability to deliver and communicate the organization’s message around service excellence
Uses the principles of change management to support culture development and sustained outcomes
Ability to affect change working closely with departments throughout the organization, including Quality, Providers, Nursing, Allied Services, Support Services, and Administration
Leads presentations to Senior Leaders, System/Site Leaders, and frontline team members related to patient outcomes
Creates relevant outcome measures, evaluate outcomes of assigned initiatives or interventions and communicate results, in collaboration with department Managers and/or executive leadership
Builds strong relationships to work and share partnership with leaders in a collaborative system
Builds and maintains effective working relationships with patients, physicians, employees, and visitors in a friendly and cordial manner, in person or on the telephone, thus promoting a positive service image for Orlando Health, Baptist Health, and Bayfront Health
Cascades system-wide customer experience messages, training, and initiatives
Leads collaborative teams through influence to support a continued state of improvement
Engages and rounds with onsite team to demonstrate leadership with our key behaviors
Supports the development of the Customer Experience portion of the Quarterly Operations Reviews
Demonstrates basic knowledge of statistics and statistical reporting methods, including third-party customer satisfaction surveys
Possesses excellent interpersonal skills and ability to work in a team environment
Respects the rights and privacy of others and holds staff member information in strict confidence
Enhances professional growth by participating in educational programs, current literature, and/or workshops
Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA, and other federal, state, and local standards
Maintains compliance with all Orlando Health policies and procedures