MGR PATIENT EXPERIENCE OPTIMIZATION

Moffitt Cancer Center; Tampa (FL); On-site; USD 95,000 - 130,000; Full time

Job summary

Moffitt Cancer Center in Tampa, FL is seeking a Manager of Patient Experience Optimization to lead surveying, training, consulting and coaching efforts across the organization. You will set goals, drive analytics, and report on patient experience metrics, aligning initiatives with strategic objectives and using evidence-based practices to improve outcomes and the center's reputation.

The role requires a Master's degree and a proven track record in creating education programs and managing change

Qualifications

• Experience leading the development of team education and development programs using adult learning theory.
• Knowledge of curriculum development.
• Working knowledge of e-learning and web-based learning solutions.
• Analytical skills to gather, interpret and present data and drive improvements.
• Experience setting organization-wide goals/metrics and reporting progress.
• Exceptional interpersonal, consulting, facilitation, training and relationship building skills.
• Proven change management and project development skills.
• Ability to interact with all levels of staff in the organization.
• Knowledge of Patient Satisfaction CMS (HCAHPS) metrics.

Responsibilities

• Oversee patient experience surveying, training, consulting and coaching.
• Set goals, develop reporting and analytics to improve patient experience.
• Align patient experience initiatives with organizational objectives.
• Drive evidence-based practices and coaching for performance improvement.

Skills

Leadership

Curriculum development

E-learning

Analytical skills

Performance measurement

Change management

Project management

Stakeholder collaboration

Education

Master's Degree in Education/ID/OD

Job description

Working at Moffitt is both a career and a mission: to contribute to the prevention and cure of cancer.

As the only National Cancer Institute-designated Comprehensive Cancer Center based in Florida, Moffitt employs some of the best and brightest minds from around the world. Join a dedicated team of nearly 11,000 who are shaping the future we envision. Moffitt has been recognized as a Best and Brightest Company to Work For in the Nation and is continually named one of the Tampa Bay Times' Top Workplaces.

Summary

The Manager of Patient Experience Optimization is responsible for the patient experience surveying, training, consulting and coaching, goal setting, reporting and analytics functions for the organization. The goal of these functions is to elevate the patient experience, thereby positively impacting our patient outcomes and the Moffitt reputation and brand. In addition to overseeing the Patient Experience Optimization team, the Manager acts a change agent, aligning the patient experience goals with that of the organization and drives the focus of the organization on patient experience as an essential, core quality outcome for the organization. The Manager is responsible for the recommendation of the patient experience goal setting methodology and metrics and ensures the integrity of the patient satisfaction data and reporting. Based on analysis of the data and other needs assessments, the manager oversees efforts to improve the patient experience through implementation of evidence-based best practices, coaching and training.

Job Title

Manager Patient Experience Optimization

Minimum Education Level

Master's Degree

Minimum Field of Study

Education, Instructional Design, Organizational Development or related field

Minimum Education Notes

Preferred Education Level

Preferred Field Of Study

Preferred Education Notes

Licensure Certification Needed

Minimum Licensure

Minimum Licensure (Other)

Training Required

• Demonstrated experience leading the development of team member education and development programs using adult learning and customer service theories
• Knowledge of curriculum development
• Working knowledge of e-learning and web-based learning solutions
• Demonstrated analytical skills necessary to gather, interpret and present quantitative/qualitative data and make appropriate recommendations for performance improvement
• Experience developing organization-wide goals/metrics and development and implementation of structure for measuring and reporting progress toward those goals
• Exceptional interpersonal, consulting, facilitation, training/presentation and relationship building skills
• Proven change management skills
• Proven project development and management skills for focused initiatives (e.g., Patient Experience), and for those that have impact across the organization
• Demonstrated ability to successfully interact with all levels of team members in the organization
• Knowledge of Patient Satisfaction CMS requirements (e.g., HCAHPS metrics) Preferred Licensure: Other (If other, please enter details in section to the right) Preferred Licensure (Other): Project Management experience/certification (PMP); Six Signa/Lean Certification

Salary Range

Salary ranges posted for this position represent the expected base pay range for the role. Actual compensation may vary based on location and a variety of job-related factors, including experience, skills, education, and internal equity among Team Members in similar positions. We are committed to maintaining fair and equitable pay practices and regularly review compensation to ensure alignment across our workforce.

Moffitt Career Site

If you have the vision, passion, and dedication to contribute to our mission, then we have a place for you!

• Equal Employment Opportunity

Moffitt Cancer Center is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, or protected veteran or disabled status. We seek candidates whose skills, and personal and professional experience, have prepared them to contribute to our commitment to diversity and excellence.

• Reasonable Accommodation

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