Clinical Experience Strategist – Emergency Department Service Line – Patient Experience- System at AdventHealth

Date Posted: 7/3/2019

Job Snapshot

  • Job Schedule
  • Location:
    Orlando, FL
  • Date Posted:
  • Job ID:
  • Job Family
  • Travel
  • Shift
  • Application Zone
    2-Legacy System
  • Organization
    AdventHealth Central Florida

Job Description

Clinical Experience Strategist – Emergency Department Service Line – Patient Experience- System

AdventHealth seeks to hire a Clinical Experience Strategist who will embrace our mission to extend the healing ministry of Christ.

Facility Profile:

Established in 1908, AdventHealth is one of the largest not-for-profit healthcare systems in the country, caring for more than a million patients each year. The 2,675-bed acute-care medical facility, comprised of nine hospitals, has been recognized by U.S. News & World Report as one of the best hospitals in the country for over 10 years. It serves as a community hospital for Greater Orlando and as a major tertiary referral hospital for Central Florida and much of the Southeast, the Caribbean and Latin America.

Job Summary:

The Clinical Experience Strategist – Emergency Department (CES-ED) Service Line provides support in the implementation and sustainability of patient experience programs tailored to the needs of their assigned Emergency Service Line in Central Florida Division – South Region. Partners and consults with campus leaders, physicians, and other clinical team members to support clinical and non-clinical teams in the planning, development, implementation and evaluation of a comprehensive patient and family experience strategy. Collaborates with Clinical Experience Manager – ED Service Line (CEM-ED) and campus Emergency Department leadership teams to ensure improvement to drive patient experience to top-quartile performance. The Clinical Experience Strategist – ED Service Line is seen as an expert in the field of patient and family experience and conducts team member and leader observations and assessments (audits) within relevant clinical departments, providing expertise on strategies and initiatives that are enhancing or hindering exceptional experiences. Actively participates in outstanding customer service and accepts responsibility in maintaining relationships that are equally respectful to all.

Knowledge, Skills, Education, & Experience Required:

  • Strong organizational skills, self-directed, and ability to manage multiple priorities/projects
  • Effective oral and written communication skills, with the ability to articulate complex information in understandable terms to all levels of leadership, physicians, and staff
  • Proficiency in Microsoft Office Suite
  • Solid public speaking skills with ability to effectively communicate to small and large audiences of executive leaders, physicians and direct care team members
  • Excellent communication, interpersonal skills and ability to lead, facilitate, consult, research and educate
  • Ability to work with a diverse group of individuals, while striving for excellence
  • Ability to accept responsibility for actions and results, with a drive to achieve and outperform, while continuously looking for improvements
  • Problem solving and listening skills with the ability to coach, mentor and motivate
  • Ability to be a change agent who positively influences others to gain acceptance for important System and clinical programs and processes
  • Ability to teach, translate, and interpret patient satisfaction and voice of the customer data as a tool to enhance patients’ and families’ experiences
  • Knowledge of clinical operations; safety, regulations, processes, finance.
  • Bachelor’s degree
  • Two years clinical health care experience
  • Experience in behavioral coaching and leadership
  • Experience in educating, mentoring and counseling (Preferred)

Licensure, Certification, or Registration Required:

  • Current, valid State of Florida RN Licensure or Patient Experience Certificate or related Performance Improvement or Health Care Certification
  • Certification in training and/or human performance improvement such as Certified Professional in Learning and Performance (CPLP) and/or Human Performance Improvement Certification (HPI) Issued by ASTD (Association of Talent Development or University Sponsored Curriculum) (Preferred)

Job Responsibilities:

Demonstrates through behavior AdventHealth’s Core Values of Keep Me Safe, Love Me, Make it Easy, and Own it as outlined in the organization’s Performance Excellence Program.
  • Partners and strategizes with executive and department leaders in improving clinical patient and family experience strategies; researches evidence-based best practices internally and externally.
  • Facilitates deployments and manages projects related to patient experience improvement initiatives
  • Serves as a consultant to assigned EDs
  • Partners with CEM-ED in creating strategies and forecasting performance for multiple EDs
  • Performs clinical observations and assessments (audits) for all clinical departments, to assess best practices and opportunities for improvement. Write debrief report of findings; consult executives and department leaders on recommended cultural change to drive KPIs.
  • Educates, supports, observes, validates behavior and interaction standards and provides training to leadership, physicians and clinical team on patient and family interactions and communication and gaps to correct
  • Extracts, verifies, compiles, analyzes and formats clinical evidence-based best practices from leading Healthcare Systems and other healthcare industry sources for planning, decision making, and evaluation and accountability purposes.
  • Collaborates with all region’s campuses in training presentations and facilitating patient and family experience curriculum.
  • Support region planning and participates in the regional orientation and training of new hires, education, and regional deployments
  • Consults and presents patient satisfaction results and findings using written and narrative descriptions, charts, graphs and tables, and/or presentation form to departments to assess patient experience strategies effectiveness.
  • Leads change and develops relationships with hospital leaders and physicians to assist them in removing experience obstacles, coach and mentor them/their staff on behaviors.
If you want to be a part of a team that is dedicated to delivering the highest quality in patient care, we invite you to explore the Clinical Experience Strategist opportunity with AdventHealth and apply online today.

Job Keywords:

Clinical Experience Strategist, Emergency Department Service Line, Maitland

Position Location:  Maitland
Job:  Nursing
Organization:  AdventHealth Central Florida
Primary Location:  US-FL-Orlando
Schedule:  Full-time
Shift:  Day
Job Level:  Staff / Associate
Education Level:  Bachelor's Degree
Travel:  No
Job Posting:  Jul 3, 2019, 9:29:25 AM

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