Patient Experience Manager at AdventHealth

Date Posted: 6/29/2019

Job Snapshot

  • Job Schedule
  • Job Category
  • Date Posted:
  • Job ID:
  • Job Family
    Patient Experience
  • Travel
    Yes, 25 % of the Time
  • Shift
    1 - Day
  • Application Zone
    1-Shared Services
  • Organization
    AdventHealth Wesley Chapel

Job Description


Patient Experience Manager AdventHealth Wesley Chapel

Location Address: 2600 Bruce B. Downs Blvd Wesley Chapel, Florida 33544

Top Reasons to Work at AdventHealth Wesley Chapel

  • From state- of- the- art equipment to the most intricate building details, AdventHealth Wesley Chapel was designed from the ground up to maximize healing, patient care and wellness
  • Recognized as leader in patient satisfaction and was named Top 100 Hospital in Modern Healthcare Magazine by IBM Watson Health
  • 50,000 sq ft community Health& Wellness Center
  • Comprehensive women’s health center named Inspiration Place that incorporates female physician specialists, women’s imaging, pelvic floor and female physical therapy and a boutique spa.
  • Consistently named a Top Workplace in Tampa Bay by the Tampa Bay Times
  • Opened an offsite 24 bed, 24/7 emergency room in Central Pasco to better serve the emergency health needs of residents in west and central Pasco

Work Hours/Shift:

Full Time/Days


You Will Be Responsible For:

  • Directs and manages Patient Experience Program goals, objectives, policies, and procedures in accordance with the FHT Patient Promise and Service Standards.

  • Serve as a primary contact between Press Ganey and AHS Patient Experience Team.  Assures implementation of recommendations that are made throughout the organization.

  • Works with senior leaders to develop and sustain a culture of world class employee engagement, patient experience, and physician engagement

  • Serves as role model and leader for Patient Experience.

  • Responsible for staff development by ensuring education, advancement of staff skills related to Patient Experience.

  • Serve as mentor and advisor to facilitate professional growth of the Nurses & Clinical Leaders.

  • Promotes FHT both within the system and in the community.

  • Involved in a community service organization or activities.

  • Tracks and trends HCAHPS composite data for all units.

  • Works with Nurse Managers on Action plans to improve composite scores.

  • Completes corporate Clinical Close action plans for HCAHPS improvement.

  • Supports the Executive team in completion of critical projects related to clinical accountabilities including, but not limited to, ongoing tracking, progress/milestone accountability and reporting

  • Ability to think strategically, anticipate future consequences and trends, and incorporate them into the organizational plan.

  • Develops strategies to improve scorecard performance

  • Develops engagement and communication strategies with leaders, employees, and physicians

  • Plans and deploys leadership development programs throughout the year

  • Leads operational efforts to sustain The Whole Care Experience

  • In partnership with the HR Business Partner, develops communication strategies, events, and operational plans to engage employees and physicians at a World Class level

  • Develops, leads and executes organizational culture strategy including the Whole Care Experience Culture Sustainment

  • Collaborates with HR Business Partner to coach and educate leaders across organization on engagement principles, results interpretation, and effective action planning. Partner with HR Business Partners & Leadership & Talent Development to effectively support their leadership teams around workforce engagement and development of leaders.

  • Develops and effectively implements strategy to drive maximum participation in Team Member Engagement surveys and initiatives.

  • Drives accountability by analyzing and reporting survey engagement participation, action planning progress and best practices/hardwired processes.



  • Professional decision-making and proposing recommendations on organizational culture development

  • Ability to meet and build relationships effectively with all stakeholders: executives, leaders, physicians and the community

  • Considerable knowledge of management principles, supervision, planning, healthcare finance and personnel

  • Ability to organize, delegate and establish meaningful goals

  • Excellent oral, written and interpersonal communication skills

  • Proficient computer and design skills, including Word, Publisher, PowerPoint

  • Demonstrates the ability to work well with others using tact and diplomacy

  • Well-organized, ability to multi-task and work independently

  • Detail-oriented, excellent planning/facilitation skills

  • Ability to positively influence others to gain acceptance for essential cultural and wellness programs and processes.

  • Demonstrated excellent classroom presentation skills, group facilitation and coaching skills.

  • Action oriented, enjoys working hard and looks for challenges

  • Ability to act and react as necessary, even if limited information is available

  • Ability to take charge of various situations

  • Understanding of change management strategies



  • Minimum of five years’ progressive experience working in Education, Patient Experience, Nursing or equivalent upon hire

  • Bachelor’s degree in Education, Organizational Psychology, Business Management or related field upon hire

  • Prior leadership experience working with both internal and external teams

  • Experience developing and successfully implementing organizational-wide strategies

  • Proven strong relationship builder and communicator

  • Experience leading others to high levels of effectiveness, outcomes and programmatic impact

  • Demonstrated track record of developing and maintaining collaborative relationships among diverse groups.

  • Previous experience with physician strategies including a history of successful collaboration with physicians and with administrative peers.



  • Master’s degree in Education, Organizational Psychology, Business Management or related field preferred

  • Experience in a clinical area (ie. Nursing) or social sciences preferred



  • Current valid State of Florida Nursing License upon hire

  • Current American Heart Association Basic Life Support (BLS) upon hire

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.

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