Consumer Experience Business Partner

AdventHealth; Tampa (FL); On-site; USD 70,000 - 90,000; Full time

Job summary

AdventHealth is seeking a Consumer Experience Business Partner to enhance the patient experience and support strategic goals. This full-time role involves collaboration with various leaders and managing initiatives to improve service standards and customer satisfaction.

Benefits

Benefits from Day One

Paid Days Off from Day One

Mental Health Resources and Support

Qualifications

• 3+ years of experience in healthcare.

Responsibilities

• Manage internal initiatives for assigned business unit.
• Collaborate with leaders to improve Consumer Experience performance.
• Lead communication on Consumer Experience trends and best practices.

Skills

Communication

Leadership

Data Analysis

Education

Bachelor's degree in Healthcare

Bachelor's degree in Business Administration

Bachelor's degree in Communications

Bachelor's degree in Psychology

Job description

Consumer Experience Business Partner - AdventHealth Medical Group

All the benefits and perks you need for you and your family:

• Benefits from Day One
• Paid Days Off from Day One
• Mental Health Resources and Support

Our promise to you:

Joining AdventHealth means being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person and serves to uplift others in body, mind, and spirit. AdventHealth is a place where you can thrive professionally and grow spiritually by Extending the Healing Ministry of Christ. You will be valued for who you are and the unique experiences you bring to our purpose-minded team, all while understanding that together we are even better.

Schedule: Full-time

Shift: Monday-Friday, Days

Location: 14055 Riveredge Dr, Ste 250, Tampa, 33637

The community you’ll be caring for: AdventHealth Medical Group West FL

The role you’ll contribute:

The Consumer Experience Business Partner manages internal initiatives for an assigned business unit, supporting AdventHealth Medical Group WFL's strategic goals and Adventist Health System's (AHS) Consumer Experience strategy. They serve as a subject matter expert, ensuring their unit delivers upon our AHS Brand Promise and Service Standards. The Business Partner collaborates with Business Unit Leaders, Operational Partners, Integrated Health Services Leadership, and Adventist Health System to develop tactics aligned with the Consumer Experience strategy, including data analysis, action planning, process and communication consultation, and education to improve key performance metrics. They actively participate in maintaining outstanding customer service and respectful relationships.

The value you’ll bring to the team:

• Lead communication and education on Consumer Experience trends, results, and best practices for the assigned business unit.
• Coach business unit leaders to deliver on the AHS brand promise and Service Standards through service initiatives, education, action planning, communication, and employee engagement.
• Provide guidance to operational leaders to improve Consumer Experience performance, focusing on low-performing metrics.
• Conduct rounds at assigned facilities to gather feedback, observe, and assess; support leadership requests.
• Partner with leaders on Service Recovery and performance recognition.
• Represent the Voice of the Consumer (VOC) to promote a culture of navigation support, focusing on frictionless transactions, access, price transparency, and online reviews.

The expertise and experiences you’ll need to succeed:

• Bachelor's degree in Healthcare, Business Administration, Communications, Psychology, or related field.
• 3+ years of experience in healthcare.

Preferred qualifications:

• Master's degree in Healthcare, Business Administration, Communications, Psychology, or related field.
• 2+ years of experience in Consumer/Patient Experience, Learning & Organizational Development, Operations, or Project Management.
• 2+ years of experience in outpatient settings such as physician practices, retail clinics, and outpatient services.
• Certifications such as CPLP (Certified Professional in Learning and Performance), Human Performance Improvement (HPI), DDI, or CPXP are preferred.

About the company

AdventHealth is a Seventh-day Adventist non-profit health care system headquartered in Altamonte Springs, Florida, operating facilities across 9 states in the U.S.