Consumer Experience Manager

AdventHealth; United States; On-site; USD 85,000 - 157,000; Full time

Benefits offered by this job

Medical

Dental

Vision Insurance

Life Insurance

Disability Insurance

Paid Time Off from Day One

403-B Retirement Plan

4 Weeks 100% Paid Parental Leave

Career Development

Whole Person Well-being Resources

Mental Health Resources and Support

Pet Benefits

Job summary

AdventHealth in Orlando, FL is seeking a Communications professional to drive patient and colleague experiences across multi-channel initiatives. You will develop messages that explain the who, what, when and why of change, aligning efforts across consumer teams.

The role emphasizes building engaging content, maintaining brand standards, and coordinating change-management strategies across the region, with collaboration from IT, marketing, and operations.

Qualifications

• Bachelor's degree in Business, Healthcare or related field.
• 5+ years in healthcare or related field.
• Experience with CX platforms, analytics tools, and CRM systems is preferred.

Responsibilities

• Contributes to and follows robust standards for effective delivery of consumer experience initiatives, ensuring consistency in communication.
• Develops and executes approved communications approach, including alignment across all consumer teams.
• Builds engaging and effective messages that share the who, what, when, and why of change initiatives.
• Creates a wide variety of communication content and materials targeted at all levels of the organization, delivered through multiple channels.
• Communicates sustainment plan approach for each initiative at appropriate levels.
• Other duties as assigned.
• Drives engagement and visibility into corporate and division consumer experience initiatives, supporting integration needs for operations activations.

Skills

Strong communications

Project & change management

Public speaking

Storytelling

Relationship building

Cross-functional collaboration

Education

Bachelor's degree

5+ healthcare experience

Tools

SharePoint

Epic

Microsoft Office

Job description

Our promise to you: Joining AdventHealth is about 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. Where 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.

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

• Medical
• Dental
• Vision Insurance
• Life Insurance
• Disability Insurance
• Paid Time Off from Day One
• 403-B Retirement Plan
• 4 Weeks 100% Paid Parental Leave
• Career Development
• Whole Person Well-being Resources
• Mental Health Resources and Support
• Pet Benefits

Schedule: Full time Shift: Day (United States of America)

Address: 601 E Rollins St City: Orlando State: Florida Postal Code: 32803

Job Description

• Contributes to and follows robust standards for effective delivery of consumer experience initiatives, ensuring consistency in communication.
• Develops and executes approved communications approach, including alignment across all consumer teams.
• Builds engaging and effective messages that share the who, what, when, and why of change initiatives.
• Creates a wide variety of communication content and materials targeted at all levels of the organization, delivered through multiple channels.
• Communicates sustainment plan approach for each initiative at appropriate levels.
• Other duties as assigned.
• Collects, analyzes, and interprets qualitative and quantitative data to understand stakeholder motivations, preferences, and opinions.
• Supports coordination of asset and collateral design for activations, ensuring consistency and brand standards.
• Drives engagement and visibility into corporate and division consumer experience initiatives, supporting integration needs for operations activations.
• Manages planning and deployment of change management strategies for new initiatives across the region.
• Tracks project milestones and deliverables across consumer integrations.
• Establishes and manages governance standards for experience integrations, constantly evaluating effectiveness.
• Develops, communicates, and manages project requirements and timelines to ensure proper completion and on-time delivery.

Knowledge, Skills, and Abilities

• Strong communications skillset with demonstrated experience in building matrixed partnerships to achieve results [Preferred]
• Competency in project and change management, working in a fast-paced and complex environment [Preferred]
• Big picture thinker, with ability to navigate the detail when needed [Preferred]
• Excellent verbal and written communication skills able to develop effective and succinct presentations [Preferred]
• Experience developing communication plans and toolkits for highly visible projects [Preferred]
• Experience developing intranet/website pages to effectively communicate with others, ability to quickly learn SharePoint techniques and site building [Preferred]
• Strong organizational skills [Preferred]
• Strong public presentation skills [Preferred]
• Attention to detail, ability to lead, organize and work on multiple initiatives/projects without compromising work [Preferred]
• Ability to navigate a variety of consumer initiative omni-channel topics with confidence, leveraging own or others expertise where appropriate [Preferred]
• Ability to establish and maintain strong relationships, influencing others; Ability to quickly build relationships and diplomatically negotiate common approach; Ability to interact with all levels of management; Ability to work collaboratively and individually to achieve stated goals [Preferred]
• Ability to tell a great story – bringing audiences along so that ideas, concepts, and projects can move forward [Preferred]
• Familiarity with patient experience tools and technologies, such as CX platforms, analytics tools, and CRM systems. [Preferred]
• Strong background in consumer analytics and experience communicating insights up and down the organization. [Preferred]
• Experience working with Epic. [Preferred]
• Self-directed with excellent team building skills [Preferred]
• Proficiency in Microsoft Office Suite [Preferred]

Education

• Bachelor's [Required]
• Field of Study: in Business, Healthcare or Related Field
• Work Experience: 5+ in healthcare or related field [Required]

Additional Information: N/A

Licenses and Certifications: N/A

Physical Requirements: (Please click the link below to view work requirements) Physical Requirements - https://tinyurl.com/23km2677

Pay Range: $84,531.20 - $157,248.00

Background Screening Requirement (Florida Law) Certain positions are subject to Florida Level 2 background screening, including fingerprinting, as required by state law. Applicants may review general information about Florida’s background screening requirements at the Florida Care Provider Background Screening Clearinghouse: https://info.flclearinghouse.com/

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.

Every day, our fellow team members show up to work, unified by one shared mission: Extending the Healing Ministry of Jesus Christ. As a faith-based health care organization, our story is one of hope as we strive to heal and restore the body, mind and spirit. Though our facilities are spread across the country, this unwavering belief binds us together. Across every office, exam and patient room, we’re committed to providing individualized, holistic care. This is our Christian mission, and it inspires us to help make communities healthier and happier.