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Patient Experience Consultant

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Orlando Health

Feb 17

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Healthcare
  • Orlando

AI generated summary

  • You need a Bachelor's degree in a related field, two years of customer service experience, and proficiency in Microsoft Office.
  • You will develop action plans, manage patient satisfaction projects, coach leadership, analyze satisfaction trends, support PFAC activities, and provide service recovery training to enhance patient experiences.

Requirements

  • Bachelor’s degree in Marketing, Communications, Health Services Administration, Business Administration, Political Science or a related field required.
  • None.
  • Two (2) years of customer service experience required.
  • Proficiency in Microsoft Office software required.

Responsibilities

  • Manages and develops action plans to enable the hospitals and physician practices to achieve Top 10%.
  • Supports all aspects of the Patient and Family Advisory Council (PFAC) including meeting organization and celebrations.
  • Maintains PFAC volunteer records in the required system.
  • Develops, implements, and monitors projects and processes in order to improve patient satisfaction scores and ensure accountability.
  • Coaches site and unit leadership on methods to achieve patient satisfaction goals.
  • Develops and monitors patient satisfaction action plans with the Hospital and unit leadership.
  • Communicates patient satisfaction trends and initiatives to the Hospital Leadership and Team Members.
  • Reviews and trends the results and comments from patient satisfaction surveys.
  • Develops and presents patient satisfaction analysis and metrics to all sites and their individual units.
  • Participates in patient satisfaction meetings by communicating patient experiences, current trends, and opportunities to recognize and reward Team Members exhibiting service excellence.
  • Facilitates in the standardization of discharge phone calls and ancillary rounding through the development and monitoring of data collection and trending.
  • Supports and provides service recovery education and training to achieve service goals.
  • Plans and executes projects and events to inspire an environment of service and hospitality.
  • Demonstrates basic knowledge of statistics and statistical reporting methods, including third-party patient satisfaction surveys.
  • 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.

FAQs

What is the job title for this position?

The job title for this position is Patient Experience Consultant.

What are the working hours for this role?

The working hours for this role are Monday to Friday, from 8 am to 5 pm.

Where is the practice located?

The practice is located at 4401 S. Orange Ave Suite 119, Orlando, FL 32806.

What type of experience is required for this position?

A minimum of two (2) years of customer service experience is required for this position.

Is there any specific education requirement for this role?

Yes, a Bachelor’s degree in Marketing, Communications, Health Services Administration, Business Administration, Political Science, or a related field is required.

Are there any certifications needed for this role?

No specific licensure or certification is required for this position.

What kind of benefits does this position offer?

The position offers all-inclusive benefits such as health/dental/vision/life insurance, student loan repayment, tuition reimbursement, retirement savings, paid paternity leave, and much more, starting from day one.

Will the Patient Experience Consultant develop action plans?

Yes, the Consultant will manage and develop action plans to help hospitals and physician practices achieve Top 10% patient satisfaction scores.

What will be the Consultant's main responsibilities?

The Consultant's main responsibilities include supporting Patient and Family Advisory Council initiatives, developing patient satisfaction metrics, coaching leadership on achieving satisfaction goals, and facilitating service recovery training.

Is there a requirement for proficiency in software?

Yes, proficiency in Microsoft Office software is required for this position.

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Orlando Health

A trusted leader inspiring hope through the advancement of health.

Science & Healthcare
Industry
10,001+
Employees
1918
Founded Year

Mission & Purpose

Orlando Health is a not-for-profit healthcare organization with $7.6 billion of assets under management that serves the southeastern United States. Headquartered in Orlando, Florida, the system was founded more than 100 years ago.

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