• Job Description

  Req#: 223728
  
  Position Summary
  
  

  Reporting to the Director of Patient Experience, the Manager of Patient Experience will augment Orlando Health’s clinical expertise with the patient experience team and collaborate regularly with the clinical team members, physicians and integrated lines of business
  leaders. In this capacity, the MPX will contribute to strategic planning and organization-wide decision making and provide direction,
  coordination and consultation for Patient Experience across the enterprise. Additional roles will consist of establishing policies and
  procedures, standards and objectives in coordination with the vision and goals of Orlando Health as well as be responsible for
  improvement processes, goal setting and system wide initiatives with regard to Patient Experience in collaboration with the Director of
  Patient Experience.

  
  Responsibilities
  
  

  Provides strategic leadership and operational insight, designs, plans, organizes and facilitates execution of the patient experience
  strategy in collaboration with the Director of Patient Experience.
   Helps to develop and implement business plans as well as short- and long-term goals designed to improve and enhance patient
  experience and service excellence. Specific strategic focus is on HCAHPS survey performance, initiatives, and programs designed
  to increase and maintain high levels of achievement.
   Serves as a resource, admonitor and advisor to Orlando Health facility and division leadership in the identification, assessment,
  and implementation of strategic and operational patient experience initiatives and opportunities designed to improve the patient
  experience.
   Identifies skills and processes to influence and modify the behaviors of the wide range of individuals who come in contact with
  patients and families, and incorporates those into actionable and measurable systems to achieve results.
   Contributes to initiatives intended to achieve, maintain, and maximize a robust process improvement culture.
   Engages actively at all levels of leadership and staff to maximize patient experience at Orlando Health.
   Responsible for the Patient and Family Advisory Councils for the organization.
   Leads improvement processes for Patient Experience for all sites including OHPG.
   Collaborates with the Director of Patient Experience and Market Research team for Patient Experience goal setting.
   Participates in system wide improvement initiatives.
   Contributes to N size improvement.
   Leads the Corporate Patient Experience Council.
   Leads the Patient Experience Committees across the organization.
   Engages physicians in Patient Experience.
   Coaches unit leadership on methods to achieve patient experience goals.
   Provides research and best practices for improvement with a focus on physician engagement and strategy.
   Strategizes and develops action plans to enable Orlando Health to achieve Top 10%.
   Develops and monitors patient experience action plans system wide.
   Reviews and trends the results and comments from patient satisfaction surveys.
   Develops and presents patient satisfaction analysis and metrics to system wide including trends and initiatives, as needed.
   Participates in patient experience meetings by communicating patient experience scores, current trends, and opportunities
  to recognize and reward Team Members exhibiting service excellence.
   Oversees the planning and execution of projects and events to inspire an environment of service and hospitality.
   Maintains appropriate staffing level; performs interviews and makes hiring decisions; ensure staff receives appropriate
  training and orientation and coaches and counsels staff to maximize performance.
   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.

  
  Qualifications
  
  

  Education/Training
  Bachelor’s Degree Required.

  Experience
  4 years minimum experience in Patient Experience, including 4 years of experience with Press Ganey or related hospital survey system.

  
  

  Education/Training
  Bachelor’s Degree Required.

  Experience
  4 years minimum experience in Patient Experience, including 4 years of experience with Press Ganey or related hospital survey system.

  
  

  Provides strategic leadership and operational insight, designs, plans, organizes and facilitates execution of the patient experience
  strategy in collaboration with the Director of Patient Experience.
   Helps to develop and implement business plans as well as short- and long-term goals designed to improve and enhance patient
  experience and service excellence. Specific strategic focus is on HCAHPS survey performance, initiatives, and programs designed
  to increase and maintain high levels of achievement.
   Serves as a resource, admonitor and advisor to Orlando Health facility and division leadership in the identification, assessment,
  and implementation of strategic and operational patient experience initiatives and opportunities designed to improve the patient
  experience.
   Identifies skills and processes to influence and modify the behaviors of the wide range of individuals who come in contact with
  patients and families, and incorporates those into actionable and measurable systems to achieve results.
   Contributes to initiatives intended to achieve, maintain, and maximize a robust process improvement culture.
   Engages actively at all levels of leadership and staff to maximize patient experience at Orlando Health.
   Responsible for the Patient and Family Advisory Councils for the organization.
   Leads improvement processes for Patient Experience for all sites including OHPG.
   Collaborates with the Director of Patient Experience and Market Research team for Patient Experience goal setting.
   Participates in system wide improvement initiatives.
   Contributes to N size improvement.
   Leads the Corporate Patient Experience Council.
   Leads the Patient Experience Committees across the organization.
   Engages physicians in Patient Experience.
   Coaches unit leadership on methods to achieve patient experience goals.
   Provides research and best practices for improvement with a focus on physician engagement and strategy.
   Strategizes and develops action plans to enable Orlando Health to achieve Top 10%.
   Develops and monitors patient experience action plans system wide.
   Reviews and trends the results and comments from patient satisfaction surveys.
   Develops and presents patient satisfaction analysis and metrics to system wide including trends and initiatives, as needed.
   Participates in patient experience meetings by communicating patient experience scores, current trends, and opportunities
  to recognize and reward Team Members exhibiting service excellence.
   Oversees the planning and execution of projects and events to inspire an environment of service and hospitality.
   Maintains appropriate staffing level; performs interviews and makes hiring decisions; ensure staff receives appropriate
  training and orientation and coaches and counsels staff to maximize performance.
   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.

• About the company

  Orlando Health is a not-for-profit healthcare organization headquartered in Orlando, Florida.

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