Location Address:4200 Sun 'n Lake Boulevard Sebring, FL 33872
Top Reasons to Work at AdventHealth Sebring
Faith Based & Mission driven Facility
Largest Employer in the County
Surrounded by beautiful Lakes, Golf Courses and Florida’s oldest State Park
Close knit community with a hometown family feel
2 hours to just about any beach on either Coast
Local arts scene from museums and theaters to festivals and galleries
Local restaurants with the authentic taste of Florida
Near 100+ clear, freshwater lakes. Ideal for swimming, boating and fishing
Beautiful agriculture and farmland
Sebring is known for motorsports and home to the famous Sebring International Raceway
Nature and hiking trails
Full Time/ Days
You Will Be Responsible For:
Patient Experience Coaching Responsibilities (60% of role)
Effectively coaches leaders and hospital staff on best practices to improve patient experience.
Works closely with executive leaders at assigned campus to ensure that we are most effectively meeting the needs of each facility and regional progress as a whole, while creatively leveraging limited resources.
Demonstrates strong project management skills, and effectively develops and monitors project workplans to completion.
Working with the System Director Patient Experience and Regional Manager, identifies strategic approach to balancing site visits from both internal and external resources to make the most impact at assigned campus.
Influences accountability in the field working closely with campus senior leadership on the best approach, including performance review/patient experience committees and unit level action plans.
Organizes consulting priorities in a strategic manner, and pro-actively works with executives to ensure focus on the most critical areas for patient experience improvement.
Leads measurable improvement at assigned campus(es) based on goals established with AHS Patient Experience leadership.
Seeks out system standards for consulting on patient experience initiatives, strives for consistency and leverages work product of the AHS Patient Experience team.
Patient Experience Technical/Reporting Responsibilities (20% of role)
Demonstrates expertise and consults with skill on all tools in place at assigned campus(es) to support the entrenchment of best practice, including Press Ganey reporting, technology and paper-based tools.
Understands and stays current on CMS CAHPS requirements, Value Based Purchasing, Press Ganey & CAHPS survey processes, results and statistical significance, and is able to articulate them in a written or oral mode to all levels of the organization.
Patient Experience Education (20% of role)
Develops strategic recommendations for curriculum necessary to support patient experience improvement initiatives in the field across the continuum of care, including innovative approaches for delivery.
Participates in the planning of the annual Patient Experience Summit and supports all team efforts during the event.
Conducts engaging training classes and meetings as needed in support of key initiatives.
Working with department leaders, contributes to the educational content planning of all patient experience strategy online forums and leadership workshops throughout the year.
Engages in the development and deployment of consistent education for patient experience using innovative and effective training approaches, demonstrating sound knowledge of adult learning methods.
Ensures all educational materials and approach leveraged at assigned campus(es) meets system standards for consistent message, templates and professionalism.
What You Will Need:
Demonstrates strong communication, organization and follow-through skills, managing patient experience improvement initiatives, projects and programs
Skilled, demonstrated experience as a nurse driving patient experience improvement
Knowledge of clinical and nonclinical acute hospital operations
Excellent communication skills (verbal and written) with a proven track record of effectively presenting information to all levels of the organization, including senior executives
Flexibility and adaptability to change, with ability to function in a highly independent manner due to remote location from central headquarters
Strong interpersonal skills and an ability to interface effectively with physicians, nursing, non-clinical and executive leadership
Strong attention to detail and ability to problem-solve effectively
Strong coaching skillset, with the ability to influence all levels in the organization
Exhibits excellent complex analytical, and change management skills
Solid ability to analyze and evaluate business problems by defining the challenges, identifying alternatives, and making timely decisions
Strong knowledge of Patient Experience best practices, and how to best integrate with clinical care
Solid knowledge of CMS CAHPS requirements, statistical concepts, and the survey process
Expertise in effective methods of education and adult learning practices
Ability to lead, organize and work on multiple initiatives/projects without compromising work
Proficiency in Microsoft Outlook, Word, PowerPoint, Excel
KNOWLEDGE AND SKILLS PREFERRED:
Lean or Six Sigma application knowledge
EDUCATION AND EXPERIENCE REQUIRED:
Minimum of three (3) years of healthcare related experience
Demonstrated history of leading strong improvement results in patient experience
EDUCATION AND EXPERIENCE PREFERRED:
Bachelor’s degree in healthcare or business-related field
Minimum of five (5) years of healthcare related experience
LICENSURE, CERTIFICATION OR REGISTRATION REQUIRED:
Florida Registered Nurse License (RN)
LICENSURE, CERTIFICATION OR REGISTRATION PREFERRED:
Lean or Six Sigma certification
Certified Patient Experience Professional
The Patient Experience Improvement Coach is responsible for overseeing service excellence projects, curriculum development and delivery, and improvement consulting for hospital team members, physicians and c-suite executives. This role is based at Florida Hospital Heartland, and partners with the FH Heartland based Patient Experience Regional Manager to lead and/or participate in patient experience best practice initiatives and site visits, requiring solid knowledge of functional best practices and critical thinking related to how to best influence process improvement. This role requires solid experience in adult learning concepts, a strong track record implementing improvements in a hospital setting, along with project management, organization and communication skills. As a leader in implementing improvements in patient experience, this role requires a strong working knowledge of effective reporting and interpretation of survey results, along with an understanding of statistical concepts. This position serves as a change agent for Adventist Health System and requires strong experience in process improvement, along with a proven track record of effective presentations to senior leadership.
At AdventHealth, Extending the Healing Ministry of Christ is our mission. It calls us to be His hands and feet in helping people feel whole. Our story is one of hope — one that strives to heal and restore the body, mind and spirit. Our more than 80,000 skilled and compassionate caregivers in hospitals, physician practices, outpatient clinics, urgent care centers, skilled nursing facilities, home health agencies and hospice centers are committed to providing individualized, wholistic care.