Overview The Patient Experience Improvement Specialist erves as the champion for customer service and patient satisfaction. Reporting to the Director of Patient Services, the position is instrumental to the successful implementation of the mission, vison, goals and objectives in providing an exceptional patient experience at UF health. This position has responsibility for all aspects of improving the patient experience and provides daily support and management oversight.

Responsibilities The incumbent:

F osters a patient and family centered approach to identifying and addressing concerns. Identifies and presents trends that might be addressed to improve quality and patient experience. Other duties include process improvement, program development, project management, data analysis and presentation and service excellence coaching. Works collaboratively with all department to identify and drive systematic change throughout the organization.

Qualifications Required Education :

Associates Degree Preferred Education:

Bachelor's Degree Preferred Education:

: Master's Degree in healthcare discipline, business, management, or hospitality

Required Licensure/Certification :

Valid Florida or Georgia Drivers license with clean record, or violations not exceeding maximum points as provided in hospital policy. Certified Patient Experience Professional (CPXP) required within 1 year of date of hire or transfer.

Required Experience:

3-5 years' experience in improving patient experience and process improvement initiatives

Necessary Skills :

1. Must possess strong analytical, interpersonal, and leadership skills with knowledge of HCAHPs, CMS/VBP, and patient satisfaction data and quality improvement processes. 2. Must have demonstrated management skills with experience in communication and presentation to executive levels and strong skills in facilitating group processes. 3. Excellent interpersonal and negotiating skills with the ability to influence across functional lines required

Preferred Licensure/Certification:

Lean Six Sigma Certification Project Management (PMP)

Certification Required Experience:

: 3 years' experience managing improvement projects, improving patient experience

Preferred Experience:

A minimum of three (3) years experience in a hospital or healthcare system. Preferably in a large complex setting.

Qualifications:

Required Education :

Associates Degree Preferred Education:

Bachelor s

Degree Preferred Education:

: Master's Degree in healthcare discipline, business, management, or hospitality

Required Licensure/Certification :

Valid Florida or Georgia Drivers license with clean record, or violations not exceeding maximum points as provided in hospital policy. Certified Patient Experience Professional (CPXP) required within 1 year of date of hire or transfer.

Required Experience:

3-5 years' experience in improving patient experience and process improvement initiatives

Necessary Skills :

1. Must possess strong analytical, interpersonal, and leadership skills with knowledge of HCAHPs, CMS/VBP, and patient satisfaction data and quality improvement processes. 2. Must have demonstrated management skills with experience in communication and presentation to executive levels and strong skills in facilitating group processes. 3. Excellent interpersonal and negotiating skills with the ability to influence across functional lines required

Preferred Licensure/Certification:

Lean Six Sigma Certification Project Management (PMP)

Certification Required Experience:

: 3 years' experience managing improvement projects, improving patient experience

Preferred Experience:

A minimum of three (3) years experience in a hospital or healthcare system. Preferably in a large complex setting.