Children's Patient Experience Manager

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

All the benefits and perks you need for you and your family:

• Benefits from Day One: Medical, Dental, Vision Insurance, Life Insurance, Disability Insurance

• Paid Time Off from Day One

• 403-B Retirement Plan

• 4 Weeks 100% Paid Parental Leave

• Career Development

• Whole Person Well-being Resources

• Mental Health Resources and Support

• Pet Benefits

Schedule:

Full time

Shift:

Day (United States of America)

Address:

601 E ROLLINS ST

City:

ORLANDO

State:

Florida

Postal Code:

32803

Job Description:

Onsite Fulltime

Location: 601 E. Rollins Street Orlando FL 32803 – Children's Hospital

Hours – Monday – Friday 8:30am -5:00pm

Drives campus-level Patient Experience (PX) by creating and executing action plans, fostering collaboration across care teams, and coaching frontline staff to deliver exceptional patient experiences. They gather and use patient and workforce insights to shape initiatives that elevate quality, consistency, and engagement across the campus.

• Leads the creation and execution of campus PX action plans by translating divisional and enterprise priorities into measurable local outcomes. 

• Participates in rounding to capture real-time feedback from patients and families and shares PX data during daily huddles to ensure care teams have visibility into patient experience outcomes. 

• Coaches and develops the care teams (all frontline staff including nurses, APPs, physicians, front-desk associates, technicians, social workers, and volunteers) through skills labs and real-time feedback. 

• Promotes a PX-first culture across the campus by celebrating wins, amplifying positive patient and family feedback, and recognizing frontline staff for their commitment to patient experience excellence to PX. 

• Fosters cross-departmental collaboration to embed PX strategies into daily operations, while gathering and integrating patient, family, and workforce feedback into planning and improvement efforts. 

• Co-designs improvement initiatives in partnership with patients, families, and the workforce, prepares leaders for presentations at monthly governance meetings, and consults with campus executive leadership to execute comprehensive PX priorities.  

• Performs other duties as assigned.

Knowledge, Skills, and Abilities:

• Subject Matter Expert: Knowledgeable in PX best practices and in measurement of PX. [Required] 

• PX Implementation: Skilled in driving PX action plans, tracking performance metrics, and proven record of driving PX performance. [Required] 

• Feedback Utilization: Effective in gathering, synthesizing, and escalating patient, family, and workforce insights for continuous improvement. [Required] 

• Coaching & Development: Strong ability to coach, mentor, and build the capabilities of campus frontline leaders through hands-on development (e.g., skills labs). [Required] 

• Campus Advocacy & Collaboration: Builds relationships across campus departments and confidently represents PX perspectives in leadership settings. [Required] 

• Campus Operational Acumen: Understands campus workflows, challenges, and priorities, connecting PX efforts to operational and patient care objectives. [Required] 

• Stakeholder Engagement: Engages and influences diverse campus stakeholders and partners with divisional PX leaders for aligned goals and initiatives. [Required] 

• Service Recovery & Issue Identification: Expert on service recovery, able to identify immediate concerns, recurring trends, and solution opportunities for improved [Required] 

Education:

• Bachelor's degree [Required] 

• Master's degree [Preferred] 

Work Experience:

• 1+ years of healthcare/hospital experience [Required]  

• 1+ years leadership experience [Preferred] 

• Experience with process improvement methodologies such as Lean, Six Sigma, PDSA or Design Thinking [Preferred] 

Additional Information:

• An equivalent combination of education and relevant work experience may be considered in lieu of the stated degree requirement: 

• Bachelor’s degree AND 1+ year relevant experience [Required] OR 

• Associates degree AND 3+ years relevant experience [Required] OR 

• 5+ years relevant experience [Required] 

Physical Requirements: (Please click the link below to view work requirements)
Physical Requirements – https://tinyurl.com/23km2677

Pay Range:

$34.71 – $64.55

Background Screening Requirement (Florida Law)

Certain positions are subject to Florida Level 2 background screening, including fingerprinting, as required by state law.

Applicants may review general information about Florida’s background screening requirements at the Florida Care Provider Background Screening Clearinghouse:
https://info.flclearinghouse.com/

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