Experience Advisor, BHMG Patient Experience, FT, 8:30am- 5:00pm

Baptist Health is the region's largest not-for-profit healthcare organization, with 12 hospitals, over 29,000 employees, 4,500 physicians and 200 outpatient centers, urgent care facilities and physician practices across Miami-Dade, Monroe, Broward and Palm Beach counties. With internationally renowned centers of excellence in cancer, cardiovascular care, orthopedics and sports medicine, and neurosciences, Baptist Health is supported by philanthropy and driven by its faith-based mission of medical excellence. For 26 years, we've been named one of Fortune's 100 Best Companies to Work For, and in the 2025-2026 U.S. News & World Report Best Hospital Rankings, Baptist Health was the most awarded healthcare system in South Florida, earning 63 high-performing honors.

Benefits

At Baptist Health, we’re committed to supporting our employees at every stage of their journey, both personally and professionally. Our approach is rooted in a “grow our own” philosophy, designed to help our team members build meaningful, long-term careers with us, supported by benefits that make a real difference, including:

• Career growth and development opportunities, with clear pathways and ongoing support
• Comprehensive health and wellness resources that go beyond traditional benefits
• A wellness program that can help employees eliminate their medical plan deductible, reducing out-of-pocket healthcare costs
• Tuition reimbursement to support continued learning and advancement

About the role

The Experience Advisor serves as a role model and informal leader that takes a collaborative approach to improving processes and patient-centered performance at the unit/department and/or entity level. Experience Advisors drive change and meaningful action through targeted field assessments and recommendations, data storytelling and visual analysis, extracting consumer insights from and outside of the Press Ganey platform, and developing action plans in collaboration with leaders. The Experience Advisor has a direct impact on patient satisfaction and HCAHPs scores which have monetary implications for team members and institution incentives depending on the entity.

Using a hands-on approach, the Experience Advisor balances the organization's patient experience goals with the department/unit's operational realities, limitations, and work-flows. The Experience Advisor is an invaluable resource to the organization who is responsible for identifying trends for improvement and creatively develops short-term and long-term sustainable solutions to preserve brand reputation.

Responsibilities

• Serve as a role model and informal leader to improve processes and patient-centered performance
• Drive change through targeted field assessments, recommendations, and data storytelling
• Extract consumer insights from the Press Ganey platform and other sources
• Develop action plans in collaboration with leaders
• Identify trends for improvement and create sustainable solutions
• Balance organizational patient experience goals with operational realities

Requirements

• Bachelor’s degree (Bachelor of Science acceptable)
• Self-directed with excellent problem-solving and critical thinking skills
• Able to work with little or minimal supervision
• Professional demeanor, results and detail-oriented, organized, and compassionate with excellent customer focus
• Strong group facilitation skills and ability to unite individuals around a common goal
• Exceptional interpersonal and communication skills (verbal and written)
• Flexible with schedule and travel based on business needs
• Fully proficient in computer applications used in day-to-day functions
• Minimum 3 years of experience

Qualifications

• Preferred: Patient/Guest relations or Hospitality background
• Bilingual English/Spanish preferred

Pay

Estimated salary range for this position is $44,863.74 - $58,322.86 per year depending on experience.