Patient Experience Improvement Specialist | Full-Time | 8:00AM TO 4:30PM

About the role

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 role has responsibility for all aspects of improving the patient experience and provides daily support and management oversight.

Responsibilities

• 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.
• Engages in process improvement, program development, project management, data analysis, and presentation.
• Provides service excellence coaching.
• Works collaboratively with all departments to identify and drive systematic change throughout the organization.

Requirements

• Associate's degree (required).
• Bachelor’s degree (preferred).
• Master's degree in healthcare discipline, business, management, or hospitality (preferred).
• Valid Florida or Georgia Driver's license with a clean record, or violations not exceeding maximum points as provided in hospital policy.
• Certified Patient Experience Professional (CPXP) required within 1 year of hire or transfer.
• 3 to 5 years of experience managing improvement projects, enhancing the patient experience, and leading process improvement initiatives.
• Minimum of three (3) years of experience in a hospital or healthcare system, preferably in a large complex setting (preferred).

Skills

• 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.
• Strong skills in facilitating group processes.
• Excellent interpersonal and negotiating skills with the ability to influence across functional lines.
• Lean Six Sigma Certification (preferred).
• Project Management (PMP) Certification (preferred).