Consumer Experience Business Partner – Consumer Experience – Maitland in Maitland, FL at FH Maitland

Date Posted: 9/10/2018

Job Snapshot

  • Job Schedule
    Full-Time
  • Location:
    Maitland, FL
  • Job Category
  • Date Posted:
    9/10/2018
  • Job ID:
    270749
  • Job Function
    Administrative / Business Support
  • Travel
    No
  • Shift
    Day
  • AHS Zone
    2-Legacy System
  • Organization
    Florida Hospital

Job Description



Consumer Experience Business Partner – Consumer Experience – Maitland

Florida Hospital seeks to hire Consumer Experience Business Partner who will embrace our mission to extend the healing ministry of Christ.



Facility Profile:

Established in 1908, Florida Hospital is one of the largest not-for-profit healthcare systems in the country, caring for more than a million patients each year. The Maitland Office Plaza houses our highly skilled teams that support our hospital system including Marketing, Patient Financial Services, Revenue Management, the Credit Union and Human Resources. The Trickel Building, a two-story office structure, creates an atmosphere of health and healing, with a healthy-style café and quaint chapel. The main lobby is filled with lush greenery and a light trickle of water, creating a holistic environment.



Work Hours/Shifts:

Monday – Friday; 8a – 5p



Job Summary:

The Consumer Experience Business Partner is responsible for managing internal initiatives for an assigned business unit which drives Florida Hospital’s Integrated Health Services (IHS) strategic goals and supports Adventist Health System’s (AHS) Consumer Experience strategy. The Consumer Experience Business Partner serves as a subject matter expert and works to ensure their assigned IHS business unit is delivering upon our AHS Brand Promise and Service Standards. The Business Partner works in collaboration with their assigned Business Unit Leaders, Operational Partners, Integrated Health Services Leadership, Florida Hospital Acute Care Services and Adventist Health System. The Consumer Experience Business Partner provides consultation support and partners with operations to develop tactics that align and support the Consumer Experience strategy. This includes data analysis, action planning, process and communication consultation, and education to drive key performance metrics identified by Senior Leadership. Actively participates in outstanding customer service and accepts responsibility in maintaining relationships that are equally respectful to all.



Knowledge, Skills, Education, & Experience Required:

  • Ability to build and maintains strong rapport with assigned business unit leadership and all key stakeholders
  • Strong organizational skills, self-directed, with ability to manage multiple priorities/projects
  • Highly skilled public speaker with ability to effectively communicate and influence via oral and/or written formats to small and large groups of leaders, physicians and frontline staff
  • Excellent interpersonal skills with the ability to lead, facilitate, consult, research and educate
  • 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 and support for consumer-oriented solutions
  • Highly skilled in working with data and technology
  • Proficiency in Microsoft Office Suite
  • Knowledge of clinical operations; safety, regulations, processes, finance (Preferred)
  • Ability to teach, translate, and interpret patient satisfaction analytics by generating reports and dashboards (Preferred)
  • Bachelor’s Degree in Healthcare, Business Administration, Communications, Psychology, or related field
  • Three years of experience in Healthcare
  • Two years of experience in Consumer/Patient Experience, Learning & Organizational Development, Operations, or Project Management
  • Master’s Degree in Healthcare, Business Administration, Communications, Psychology or related field (Preferred)
  • Two years of experience in outpatient settings such as physician practices, retail clinics and outpatient services (Preferred)


Licensure, Certification, or Registration Required:

  • 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 Association of Talent Development, University Sponsored Curriculum, Development Dimensions International Certification (DDI), The Beryl Institute Certified Patient Experience Professional (CPXP) (Preferred)


Job Responsibilities:

Demonstrates, through behavior, Florida Hospital’s core values of Integrity, Compassion, Balance, Excellence, Stewardship, and Teamwork.

  • Serves as the lead for communicating and educating on Consumer Experience trends, results, and evidenced-based best practices for assigned business unit.
  • Coaches assigned business unit leaders to deliver on the AHS brand promise & Service Standards through execution of all service initiatives and programs, education, action planning, communication, and employee engagement.
  • Provides tactical guidance to operational leaders to improve Consumer Experience performance with an intent focus on low-performing metrics.
  • Rounds regularly on assigned business unit facilities to provide support, collect feedback from consumers, conduct observations/assessments; rounds upon request by leadership.
  • Partners with assigned business unit leaders on the Service Recovery process and performance-based recognition.
  • Serves as the Voice of the Consumer (VOC) for operational initiatives that impact the consumer experience to drive a culture of navigation support across the ecosystem including, but not limited to, frictionless transactions, access, price transparency, and online reviews.
  • Responsible for managing consumer experience survey tools and related online star rating sites for assigned business unit, including account updates and reporting.
  • Supports assigned business unit in executing the IHS Performance Platform as it relates to Consumer Experience performance.

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 Consumer Experience Business Partner opportunity with Florida Hospital and apply online today.



Job Keywords:

Consumer Experience Business Partner, Consumer Experience, Maitland



Position Location:  Maitland
Job:  Administrative / Business Support
Organization:  Florida Hospital
Primary Location:  US-FL-Maitland
Schedule:  Full-time
Shift:  Day
Job Level:  Staff / Associate
Education Level:  Bachelor's Degree
Travel:  No
Job Posting:  Sep 10, 2018, 9:56:00 AM

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