Posted: 08-Mar-25
Location: Maitland, Florida
Categories:
Internal Number: 25008457
Consumer Experience Business Partner - AdventHealth Medical Group
All the benefits and perks you need for you and your family:
· Benefits from Day One
· Paid Days Off from Day One
· Career Development
· Whole Person Wellbeing Resources
· Mental Health Resources and Support
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.
Schedule: Full Time
Shift: Monday-Friday 8-5pm
Location: 2600 Westhall Lane, Maitland, 32751
The community you’ll be caring for:
More than 800 physicians, 450 advanced practice providers, and 2,600 clinical and support staff in over 40 specialties, provide patients with a broad range of medical and surgical services.
AdventHealth Medical Group Central FL operates over 200 offices, providing compassionate, multidisciplinary care to more than one million patients a year.
In existence since 1994, AdventHealth Medical Group Central FL has demonstrated consistent growth and stability in an ever-changing health care market.
The role you’ll contribute:
The Consumer Experience Business Partner is responsible for managing internal consumer/patient experience of care initiatives for Central Florida Division South AdventHealth Medical Group and Ambulatory Services (Sports Medicine & Rehab, Outpatient Lab, Outpatient Imaging, Outpatient Pharmacy, and Health Parks in Central Florida Division-South). 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 patient/consumer experience performance metrics identified by Senior Leadership. Actively participates in outstanding customer service and accepts responsibility in maintaining relationships that are equally respectful to all.
The value you’ll bring to the team:
· Serves as the lead for communicating and educating on Consumer Experience trends, results, and evidenced-based best practices
· Coaches business unit leaders to deliver on the AdventHealth brand promise and 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 business unit leaders on the Service Recovery process and performance-based recognition
The expertise and experiences you’ll need to succeed:
· Minimum qualifications:
o Bachelor's Degree in Healthcare, Business Administration, Communications, Psychology, or related field
o 3 years’ experience in Healthcare
o 2 years’ experience in Consumer/Patient Experience, Learning & Organizational Development, Operations, or Project Management
o Alignment with AdventHealth’ s Mission, Vision, and Values
o Ability to build and maintains strong rapport with assigned business unit leadership and all key stakeholders
o Strong organizational skills with the ability to focus detailed concentrated effort to multiple projects and re-establish priorities as necessary
o Ability to effectively communicate and influence via oral and/or written formats to small and large groups of leaders, physicians and frontline staff
o Excellent interpersonal skills with the ability to lead, facilitate, consult, research and educate
o Problem solving and listening skills with the ability to coach, mentor and motivate
o Ability to be a change agent who positively influences others to gain acceptance and support for consumer-oriented solutions
o Experienced in working with data and technology
o Proficiency in Microsoft Office Suite
o Strong emotional intelligence and problem solving
o Experience with performance improvement and change management methodology
o Experience in consultation, training design, and delivery of service-related initiatives
o Ability to effectively respond to time-sensitive issues and meet deadlines
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· Preferred qualifications:
o Master's Degree in Healthcare, Business Administration, Communications, Psychology or related field
o 2 years’ experience in outpatient settings such as physician practices, retail clinics and outpatient services
o Knowledge of clinical or business operations; safety, regulations, processes, finance, or marketing
o Ability to teach, translate, and interpret patient/consumer experience analytics by generating reports and dashboards
o CPLP - Certified Professional in Learning and Performance Certification in training and/or human performance improvement
o Lean Six Sigma Certification-IASSC Certification in a quality improvement methodology/toolset
o Certified Change Management Professional
o CAPM - Certified Associate In Project Management
o Certified Project Management Professional (PMP)-PMI
o Human Performance Improvement Certification (HPI) issued by Association of Talent Development, University Sponsored Curriculum
o Certified Patient Experience Professional (CPXP)
o Facilitator Certification (DDI or other)
