MGR PATIENT EXPERIENCE OPTIMIZATION

CO1000 H. Lee Moffitt Cancer Center and Research Institute Hospital, Inc.; United States; On-site; USD 90,000 - 130,000; Full time

Job summary

Moffitt Cancer Center is seeking a Manager of Patient Experience Optimization to lead surveying, training, coaching and analytics that elevate patient experience and outcomes. This role acts as a change agent, aligning patient experience goals with organizational strategy and quality outcomes.

The Manager drives evidence-based practices, sets metrics, and ensures data integrity while coaching teams across the organization to improve service and satisfaction levels.

Qualifications

• Experience leading education programs for teams using adult learning theory.
• Knowledge of curriculum development and instructional design principles.
• Working knowledge of e-learning and web-based learning solutions.
• Ability to interpret quantitative and qualitative data to guide improvements.

Responsibilities

• Oversee Patient Experience Optimization, including surveying, training and coaching.
• Set goals, report analytics, and drive improvements across the organization.
• Align patient experience goals with organizational strategy and CMS requirements.
• Champion change management and cross-functional collaboration.

Skills

Adult learning

Curriculum development

E-learning

Data analysis

Change management

Project management

Education

Master's degree in Education/ID/Organizational Development

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): 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.

1. 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.

2. Reasonable Accommodation Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. Moffitt endeavors to make moffitt.org/careers accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact one of the Human Resources receptionists by phone at 813-745-7899 or by email at [e-mail]. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. Read more information about yourEEO rights under the law.

Transparency in Coverage Rule Careers 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.