Customer Experience Specialist

At BayCare, we are proud to be one of the largest employers in the Tampa Bay area. Our network consists of 16 community-based hospitals, a long-term acute care facility, home health services, outpatient centers and thousands of physicians. With the support of more than 30,000 team members, we promote a forward-thinking philosophy that's built on a foundation of trust, dignity, respect, responsibility and clinical excellence.

Customer Experience Specialist

Summary:

• Responsible for supporting all processes to assessing, measuring and communicating the customer experience within their assigned region.
• Works collaboratively with local leadership and with system level customer experience leadership to fully understand best practices to achieve sustainable results.
• This is accomplished through applying proven best practice improvement strategies and methodologies and collaborating with leaders at each site.
• Responsible for partnering with local leaders to conduct patient experience meetings and discuss current performance and focused tactics for improving organizational outcomes.
• Will be a service excellence expert and will have a direct accountability for partnering with leadership to improve customer experience.
• Responsible for maintaining effective collaborative relationships with all levels of staff and leadership.
• Partnering with quality and performance improvement to deploy unit-based practices and guiding principles that result in ensuring a consistent extraordinary experience for patients and family.
• Meets regularly with leaders to discuss customer experience and acts as the subject matter expert in interpreting and contextualizing survey data.
• Ability to work independently and/or in a collaborative environment.
• Collaborates in the planning, developing and organizing of processes designed to build extraordinary customer experience.
• Provides support, guidance and mentoring when identifying problems and making recommendations for areas of opportunity.
• Works closely with leadership to ensure continuous improvement of the customer experience.

Minimum Qualifications:

Required Education and Experience: Bachelors in Business, Healthcare or related field AND 5 years in project management or 5 years in performance/process improvement in service excellence; OR Bachelors in Nursing AND 5 years of RN bedside experience.

Preferred Certification and Experience: CPXP (Certified Patient Experience Professional) Certification. Preferred experience be in a healthcare related industry and familiar with CMS patient experience survey process and methodology.

Benefits:

BayCare offers a competitive total reward package including benefits, paid time off, tuition reimbursement, 401k match and additional yearly contribution, yearly performance appraisals with merit increases, yearly team award bonus, community discounts and the chance to be part of an amazing team and a great place to work!

BayCare Values: Demonstrate a consistent commitment to BayCare Health System's core values of trust, respect, and dignity in all interactions with patients, families, team members, and the community, supporting our shared responsibility to achieve excellence in the communities we serve.

Location: St Josephs Main and Children's

Status: Full Time, Exempt: Yes

Shift Hours: 8:00 AM-5:00 PM

Weekend Work: None

On Call: No

How often will this team member be working remotely? Hybrid

Equal Opportunity Employer Veterans/Disabled