Patient Experience Consultant, Full-Time

position Summary

Facility: South Lake Hospital

Location: Clermont, FL

Status: Full-Time

Department: Patient experience

Schedule: Days

Title: Patient Experience Consultant

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“Orlando Health Is Your Best Place to Work” is not just something we say, it’s our promise to you.”

Orlando Health South Lake Hospital is a comprehensive medical and surgical acute care facility serving the residents of Lake County as a trusted member of the community for over 75 years. Conveniently located in Clermont, the hospital’s dedicated team of physicians, nurses, clinicians and medical professionals is committed to delivering expert and compassionate care. Our efforts have earned us recognition as a national leader.

Click Here to Learn About: South Lake Hospital

ORLANDO HEALTH – BENEFITS & PERKS:

Competitive Pay

• Evening, nights, and weekend shift differentials offered for qualifying positions.

All Inclusive Benefits (start day one)

• Student loan repayment, tuition reimbursement, FREE college education programs, retirement savings, paid paternity leave, fertility benefits, back up elder and childcare, pet insurance, PTO/Holidays, and more for full time and part time employees.

Employee-centric

• South Lake Hospital has been selected as one of the “Best Places to Work in Healthcare” by Modern Healthcare.

The Patient Experience Consultant will support all organizational initiatives set forth by the Manager and Director of Patient Experience. The Consultant of Patient Experience (PXC) will contribute to the strategic planning and Patient Experience consulting across the enterprise.

Responsibilities

Essential Functions

• 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.

Qualifications

Education/Training

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

Licensure/Certification

None.

Experience

Two (2) years of customer service experience required and proficiency in Microsoft Office software required.

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