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

Overview

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

Responsibilities

The incumbent 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.

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

Qualifications

Required Education:

• Associate's degree

Preferred Education:

• Bachelor's Degree
• Preferred Education: Master's degree in healthcare discipline, business, management, or hospitality

Required Licensure/Certification:

• Valid Florida or Georgia Driver's license with clean record, or violations not exceeding maximum points as provided in hospital policy.
• Certified Patient Experience Professional (CPXP) required within 1 year of date of hire or transfer.

Required Experience:

• 3 to 5 years of experience managing improvement projects, enhancing the patient experience, and leading process improvement initiatives.

Preferred Experience:

• A minimum of three (3) years experience in a hospital or healthcare system. Preferably in a large complex setting.

Necessary Skills:

• Must possess strong analytical, interpersonal, and leadership skills with knowledge of HCAHPs, CMS/VBP, and patient satisfaction data and quality improvement processes.
• Must have demonstrated management skills with experience in communication and presentation to executive levels and strong skills in facilitating group processes.
• Excellent interpersonal and negotiating skills with the ability to influence across functional lines required

Preferred Licensure/Certification:

• Lean Six Sigma Certification Project Management (PMP) Certification