Patient Experience Coordinator, Full-Time Days

Position Summary Facility: South Lake Hospital Location: Clermont, FL Status: Full-Time Department: Patient Experience Schedule: Days Title: Patient Experience Coordinator #LI-JM1 “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. Reporting to the Director of Service Excellence, The Coordinator of Patient Experience will support all organizational initiatives set forth by the Director. Responsibilities Essential Functions Coordinates the team member response line hub. Answers call for the support line ensuring the contact center is open during advertised hours of operation. Identifies the challenges from multiple platforms and respond in line with OH vision and values. Contacts the patient or person commenting and assure them that their concerns are valued. Ensure that the feedback positive or negative is received by appropriate areas including escalating the concerns to the correct Administrator or Department. Reviews results and comments from patient satisfaction surveys and tracks trends. Participates in patient experience meetings. Provides assistance with performance improvement action plan for the clinic. Supports and provides service recovery education and training to achieve service goals. Demonstrates basic knowledge of statistics and statistical reporting methods, including third-party patient satisfaction surveys. Creates and maintains presentations and other necessary documents for all meetings concerning Patient Experience and satisfaction survey results. 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. Other Related Functions Assumes responsibility for professional growth and development. Assumes other duties as assigned. Qualifications Education/Training Associate degree required. Two (2) years of directly related work experience may substitute for the Associate degree (in addition to the requirements listed in the Experience section). Licensure/Certification None Experience Two (2) years of customer service experience required. Proficiency in Microsoft Office software required. Knowledge of reporting of Press Ganey or related hospital survey system.

Essential Functions Coordinates the team member response line hub. Answers call for the support line ensuring the contact center is open during advertised hours of operation. Identifies the challenges from multiple platforms and respond in line with OH vision and values. Contacts the patient or person commenting and assure them that their concerns are valued. Ensure that the feedback positive or negative is received by appropriate areas including escalating the concerns to the correct Administrator or Department. Reviews results and comments from patient satisfaction surveys and tracks trends. Participates in patient experience meetings. Provides assistance with performance improvement action plan for the clinic. Supports and provides service recovery education and training to achieve service goals. Demonstrates basic knowledge of statistics and statistical reporting methods, including third-party patient satisfaction surveys. Creates and maintains presentations and other necessary documents for all meetings concerning Patient Experience and satisfaction survey results. 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. Other Related Functions Assumes responsibility for professional growth and development. Assumes other duties as assigned.

Education/Training Associate degree required. Two (2) years of directly related work experience may substitute for the Associate degree (in addition to the requirements listed in the Experience section). Licensure/Certification None Experience Two (2) years of customer service experience required. Proficiency in Microsoft Office software required. Knowledge of reporting of Press Ganey or related hospital survey system.