Ambulatory Practice Liaison (FGP) - West Palm Beach, Florida

Ambulatory Practice Liaison (FGP) - West Palm Beach, Florida

Administrative/Office Support

West Palm Beach, FL Full-Time/Regular

Position Summary: We have an exciting opportunity to join our team as an Ambulatory Practice Liaison (FGP) - West Palm Beach, Florida. The Ambulatory Practice Liaison serves as a vital connector between patients, frontline teams, and practice and FGP leadership, ensuring that feedback and supporting data are shared, understood, and translated into meaningful action aligned with FGP priorities and broader organizational goals. As a key member of the FGP Patient Experience team, this role synthesizes insights from Press Ganey comments, staff input, and operational data to identify trends and opportunities for improvement. By bringing forward timely, relevant feedback and partnering closely with site leadership, the Liaison helps align day-to-day operations with broader FGP goals. The Practice Liaison helps promote and drive continuous improvement while bringing the FGP C.A.R.E.S. culture of connection, accountability, and service excellence to life in every patient and colleague interaction

Job Responsibilities:

Drive Continuous Improvement Through Data & Insights

• Lead ongoing analysis of Press Ganey data, including detailed review of patient comments, to identify trends and opportunities for improvement.
• Work in partnership with practice leadership to interpret qualitative and quantitative insights, identify root causes, and engage staff to implement targeted, actionable solutions.
• Report on and track metrics and site-specific goals tied to patient experience, access, and operational KPIs.
• Monitor key workflows (e.g., inbasket, scheduling, referrals) to identify inefficiencies and partner on solutions that improve the patient experience.

Champion the FGP C.A.R.E.S. Service Model

• Serve as a visible advocate for the C.A.R.E.S. service model, reinforcing service expectations through daily interactions, huddles, coaching, and refreshers.
• Recognize and promote WOW and Plus One moments of service excellence through storytelling, recognition programs, and team communications.
• Participate in regional and FGP network forums as needed, including Patient Experience Workgroups and Practice Manager Workshops to share best practices related to FGP C.A.R.E.S., Press Ganey comments, and the patient experience.

Partner with Practice Leadership to Optimize Operations

• Facilitate regular forums with practice leaders and providers to review patient feedback, align on priorities, and drive accountability for improvement efforts.
• Collaborate on process optimization initiatives, including scheduling workflows, digital access, and patient communication channels.
• Support implementation of system-wide initiatives (e.g., Epic enhancements, access strategies) to improve performance and consistency across sites.
• Escalate ongoing issues and roadblocks as needed.

Enhance the Real-Time Patient Experience

• Conduct routine rounding to observe workflows, engage with staff and patients, and proactively identify service opportunities.
• Provide service recovery support using the L.E.A.R.N. model to ensure concerns are addressed effectively and consistently.
• Partner with practice leadership to promote real-time coaching using the OINC model for both recognition as well as feedback opportunities.
• Partner with teams to anticipate and mitigate potential patient experience breakdowns.
• Assist with CRM/PSQAWP outreach/feedback when appropriate and understand and communicate the patient warning/termination process.

Serve as a Cross-Functional Connector & Subject Matter Expert

• Act as a liaison across departments (e.g., Access Center, IT/MCIT, Training, Operations) to address systemic issues and improve end-to-end patient journeys.
• Collaborate with the FGP Training Team on training materials. Provide guidance and education for staff at all levels on FGP policies, workflows, and reporting.
• Support alignment of resources such as scripts, workflows, and digital platforms to ensure consistency and ease of use.

Communicate, Educate, and Recognize

• Share insights, trends, and best practices through presentations, huddles, and leadership forums.
• Contribute to internal communications, including weekly/monthly patient comment kudos, newsletters, bulletin boards, WOW stories, and employee recognition programs, to reinforce a culture of excellence.
• Participate in workgroups and special projects that advance FGP Patient Experience priorities.
• Perform special projects and other duties as assigned.

Minimum Qualifications: Bachelor's degree with a minimum of 1-2 years of work experience participating in improvement programs, problem solving, time management, and prioritization skills, or the equivalent combination of education and experience. Excellent written and oral communication skills; self-motivated and detail-oriented with an excellent work ethic. Preferred Epic experience.