Patient Experience Quality Assurance Coach - OHMG Service Excellence bei Orlando Health
Orlando Health · Orlando, Vereinigte Staaten Von Amerika · Onsite
- Professional
- Optionales Büro in Orlando
Department: Orlando Health Medical Group - Service Excellence
Status: Full-Time | 40 hours per week
Shift: Monday - Friday, 8am - 4:30pm
Title: Patient Experience Quality Assurance Coach
*Address of Practice: 4401 S Orange Ave.*
Position Summary
The Patient Experience Quality Assurance Coach is responsible for conducting coaching, maintaining quality standards, and collaborating with leadership on ways to improve quality and experience. This position coordinates on-going trainings and education materials relative to Patient Experience. The Patient Experience Quality Assurance Coach provides feedback, coaching, resources, and works with team members and leadership to achieve goals and deliver highly reliable patient experience outcomes. This position supports the Orlando Health Medical Group with quality initiatives, process improvements, and overall performance improvement. Performs analytics, reporting, observations, trainings, and communicates with leadership for accountability of the patient experience outcomes. Responsible for monitoring patient experience platform, Rounding, and patient/ team member interactions.
All Inclusive Benefits (start day one)
Health/Dental/Vision/Life Insurance, Student loan repayment, tuition reimbursement, FREE college education programs, retirement savings, paid paternity leave, fertility benefits, back up elder and childcare, pet insurance, PTO/Holidays, and more for full time and part time employees.
About OHMG
Orlando Health Medical Group is a comprehensive physician group serving patients from across the southeastern United States. With more than 200 practices and 1,200 physicians, Orlando Health Medical Group has a strong representation in over 55 specialties, including cardiology, vascular medicine, orthopedics, oncology, digestive health, neurology, neurosurgery, bariatric surgery, general surgery, bone marrow transplant and critical care medicine, as well as more than 30 pediatric subspecialties, women’s health, primary care and the largest hospitalist program in Florida.
Orlando Health Medical Group is part of the Orlando Health system of care, which includes 24 award-winning hospitals and ERs, 9 specialty institutes, 14 urgent care centers, 100+ primary care practices and more than 60 outpatient facilities that span Florida’s east to west coasts and beyond. Collectively, we honor our 100-year legacy by providing care for more than 142,000 inpatient and 3.9 million outpatient visits each year.
Essential Functions
• Reviews patient experience metrics, composed of patient survey metrics and comments to identify trends and implement
strategic plans for improvement.
• Assists management in the development and updating of reports to identify and track quality trends.
• Provides feedback/coaching to team members and leadership based on quality standards.
• Answers questions and assists team members with issues regarding core behavioral skills, Orlando Health policies, and
procedures.
• Remains current and proficient in all operational procedures and best in class service skills to provide appropriate coaching
based on quality assurance trends.
• Coordinates and assists initial and on-going training, coaching, and development of new hires and current team members.
• Coordinates with Patient Access Center Quality Assurance to ensure quality metrics are met for the medical practices.
• Identifies medical practices to identify areas of patient experience improvement.
• Reviews and maintains reports and databases to monitor patient experience tracks and trends.
• Owns and structures accountability and key success metrics to track the impact of the initiatives to the desired outcomes.
• Supports and reinforces communication protocols with patients and the practice to provide ongoing feedback regarding core
skills, accuracy/errors.
• Supports and reinforces training with team members on the purpose of service excellence and how to ensure high reliability
outcomes.
• Manages multiple continuous projects to support the implementation of process improvements, both intradepartmental and
interdepartmental.
• Assists in expediting issue resolutions through resources and communication.
• Communicates effectively verbal and written with, training and leadership.
• Participates in corporate downtime recovery and emergency intakes as assigned.
• Participates in all requirements of the Professional Development focusing on systems, workflows and overall experience.
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLAs and other
federal, state and local standards.
• Maintains compliance with all Orlando Health policies and procedures.
Other job duties as assigned.
Additional Skills Preferred
• Demonstrates a personal commitment to promoting high performance
• Possesses excellent communication and presentation skills
• Demonstrates diplomacy and patience while interacting with colleagues
• Holds strong analytical and problem-solving skills
• Maintains a positive attitude and proactive approach
•Thinks quickly and uses appropriate judgment
• Experience with Microsoft products
**Looking for a candidate with strong analytical skills identifying performance trends, implementing strategic improvement plans, providing effective written and verbal coaching and feedback to varying audiences. A team player committed to excellence with a positive attitude. Strong presentation skills, effectively leads groups virtual and in person, and excellent customer service skill.**
Education/Training
Associate degree in Business Administration, Education, Health Services Administration or a related field required or High School
Graduate with 2 years of equivalent or relevant experience in coaching, analytics and delivering feedback; (in addition to the
requirements listed in the Experience Section);
Bachelor’s Degree Preferred
Licensure/Certification
None.
Experience
• Two (2) years of relevant experience with 1+ years in healthcare preferred
• Strong customer service skills required
• Experience and knowledge of medical practice operations preferred
• Adult training or teaching experience desired
