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Patient Experience Professionl

Full Time
The Villages, FL 32159
Posted Today
Job description

Under the direction of the Division Manager of Clinical Excellence, Patient Experience. This role will be responsible for empowering teams to elevate patient experience to top quartile performance. The PEP collaborates with the Division Manager on a regular basis for clear direction and insight on the division goals for patient experience. The PEP develops effective relationships serves as the daily contact for clinical and non-clinical leaders for support and coach related to patient experience initiatives. Participates in the planning, development, implementation and evaluation of patient experience processes which may include interactive workshops, individual coaching, and in-depth analysis of patient satisfaction results. Is highly visible and serves as a role model for patient experience. Provides ongoing coaching and education to unit and department leaders to improve the patient experience including sustainment planning, and corrective action in collaboration with leadership. Maintains a high degree of confidentiality, empathy, compassion and is skilled in the art of service recovery Implements or coordinates the deployment of applicable processes and tools. Promotes and demonstrates UF Health Central Florida Mission, Vision and Values. Ensures compliance with all federal, state and local laws and regulations.

Education:
  • Bachelor’s Degree in Nursing, Business Administration, Healthcare Administration or relevant area of focus strongly preferred at time of hire; must receive Bachelor’s Degree within 1 year of assuming position

Licensure/Certification/Registration:
  • State of Florida Licensure, Registered Nurse – Preferred
  • Certification as a Certified Patient Experience Professional-Preferred
  • Certification as Project Management Professional – Preferred
  • Certification in process improvement, i.e. Lean Six Sigma

Special Skills/Qualifications/Additional Training/Experience Required:
  • Must be able to read, write, speak and understand English

EXPERIENCE REQUIRED:
  • Two (2) years of professional experience with ability to educate, mentor, and counsel effectively
  • Two (2) years of experience in behavioral coaching
  • Four (4) years of professional experience in business operations, performance improvement, and/or healthcare

EXPERIENCE PREFERRED:
  • Five (5) or more years of professional experience in business operations, performance improvement, and/or healthcare
  • Experience in a similar role
  • Demonstrates a commitment to excellence in customer service, continually looking for improvements, and accepts responsibility for actions and results
  • Strong communication skills, both oral and written, with the ability to articulate information to all levels of leadership, physicians and staff
  • Ability to positively influence others to gain acceptance for important patient experience mission and processes
  • Proficient speaker/presenter with ability to effectively communicate to leaders, physicians and direct care staff
  • Ability to manage and work with a diverse group of individuals
  • Proficient in Microsoft Office Suite
  • Demonstrates organizational skills, self-directed and ability to manage multiple priorities/projects
  • Ability to teach, translate and interpret patient satisfaction data to improve the experience of our patients and families
  • Proficient in Excel including the creation of formulas and templates, automate the creation of numeric tables, pivot tables and charts. Proficient in data analysis and visualization.

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