MGR PATIENT EXPERIENCE OPTIMIZATION

About the role

As the Manager of Patient Experience Optimization, you will oversee patient experience surveying, training, consulting, coaching, goal setting, reporting, and analytics functions for the organization. Your work will elevate the patient experience, positively impacting patient outcomes and Moffitt’s reputation and brand. You will act as a change agent, aligning patient experience goals with organizational objectives and driving a focus on patient experience as a core quality outcome. The role includes recommending goal-setting methodologies and metrics, ensuring data integrity, and leading efforts to improve the patient experience through evidence-based best practices, coaching, and training.

Responsibilities

• Lead the development of team member education and development programs using adult learning and customer service theories.
• Develop and implement curriculum, including e-learning and web-based learning solutions.
• Gather, interpret, and present quantitative and qualitative data to make recommendations for performance improvement.
• Develop organization-wide goals and metrics, and create structures for measuring and reporting progress.
• Apply change management skills to drive initiatives focused on patient experience and broader organizational impact.
• Manage projects related to patient experience and cross-organizational initiatives.
• Interact effectively with all levels of team members across the organization.
• Ensure compliance with Patient Satisfaction CMS requirements (e.g., HCAHPS metrics).

Requirements

• Master’s degree in Education, Instructional Design, Organizational Development, or a related field.
• Demonstrated experience in leading team member education and development programs.
• Knowledge of curriculum development and e-learning/web-based learning solutions.
• Strong analytical skills for data interpretation and performance improvement recommendations.
• Exceptional interpersonal, consulting, facilitation, training, and relationship-building skills.
• Proven change management and project management skills.
• Knowledge of Patient Satisfaction CMS requirements (e.g., HCAHPS metrics).

Preferred Qualifications

• Project Management certification (PMP) or Six Sigma/Lean Certification.

Pay

Salary ranges for this position represent the expected base pay. Actual compensation may vary based on location, experience, skills, education, and internal equity among team members in similar positions. Moffitt is committed to maintaining fair and equitable pay practices and regularly reviews compensation to ensure alignment across the workforce.