PATIENT EXPERIENCE ADVISOR

Position Highlights:

The Patient Experience Advisor serves as a patient experience subject-matter expert on aspects of patient experience that drive positive patient outcomes, improve team member experience, and improve our Moffitt branding, patient retention, and loyalty. Through program needs assessment, curriculum development, mastery level teaching and coaching, the Consultant influences, motivates, and drives change that aligns with our institutional patient experience strategy and goals. The Advisor interacts with all levels of the organization and functions through a highly collaborative approach. The Advisor is a change agent, facilitator, designer, trainer, coach, evaluator, and an outstanding communicator who develops and maintains strong working relationships. The Advisor plays a key role in identifying and esigning patient improvement initiatives and working with stakeholders on implementation.

Responsibilities:

• Knowledge of adult learning methods, curriculum and program development and evaluation, learning technology development and delivery.
• Analytical skills to assess and use patient experience data to drive performance improvement.
• Utilizes solid curriculum development and adult learning theory, and instructional design methods to create patient experience-related programming.
• Reviews relevant research and incorporates findings to guide educational content.
• Evaluates and revises educational programs based on evaluative findings.
• Use analysis tools to evaluate patient experience deficits, identify gaps between the current state and the desired future state, and research best practices for improvements.
• Develops, coordinates, and leads the implementation of evidence-based practices for improving key performance metrics.
• Serves as a coaching resource to leaders and front-line team members, facilitating and supporting the deployment of processes, behaviors and initiatives to achieve the best patient experience.

Credentials and Qualifications:

• A Master's degree with a minimum of five (5) years' experience in healthcare or customer service, experience in program and curriculum development, training and coaching for continuous improvement is required. Specific experience in a healthcare setting is strongly preferred.

OR

• A Bachelor's degree with a minimum of ten (10) years' experience in healthcare or customer service, experience in program and curriculum development, training and coaching for continuous improvement is required. Specific experience in a healthcare setting is strongly preferred.