The Patient Experience Specialist actively works to improve the patient experience through leveraging technology, innovation, and process improvements. This highly motivated/independent individual is responsible for recommending and leading initiatives to achieve superior patient experience consistent across our Inpatient Hospitals.  They will assume the primary role in educating staff on the culture of excellence we expect towards our patients. Another portion of their role consists of documentation/reporting concerns and compliments to inpatient leadership and appropriate team members.

Responsibilities: 

Investigate new technology to enhance the patient experience  Workflow and process improvement initiatives for a consistent care experience Creating guidelines for consistency around patient experience engagement across clinics, this includes action plans with our Inpatient Hospitals. Actively manages and monitors the Patient Satisfaction Surveys, analyzes data, highlights trends and makes recommendations for improvement to leadership. Coordinates the development and implementation of initiatives, policies and procedures, including staff education activities (A.R.T. of Caring), to improve patient experience.  Acts as a liaison to address patient complaints, ensuring all complaints are formally tracked, routed to the proper department for complete service recovery, and closed. Travel required to multiple Inpatient locations  Performs other duties as assigned

Qualifications: 

Minimum of a Bachelor’s Degree required Experience in hospitality/customer experience service industry  Project management (PM) background or interest in furthering education in PM Interest in researching/leveraging technology to improve patient experience Proficient knowledge of Microsoft Office Suite (Excel, Power Point, Word).

Location: Brooks Corporate office, 3599 University Blvd., South Jacksonville, FL 32216 

Hours: Monday - Friday, 8am - 5pm 

Thriving in a culture that you can be proud of, you will also receive many employee benefits such as the following:

Competitive Pay Comprehensive Benefits package Vacation/Paid Time Off Retirement Plan Employee Discounts Education and Professional Development Programs