Neurosurgery Patient Experience Specialist

Orlando Health, Inc.; Orlando (FL); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Health/Dental/Vision/Life Insurance

Student loan repayment, tuition reimb.

FREE college education programs

Retirement savings

Paid paternity leave & fertility bens

Back up elder and childcare

Pet insurance

PTO/Holidays, and more for full time &

Job summary

Orlando Health Medical Group — Neuroscience Institute / Neurosurgery is hiring a Patient Experience Coordinator to enhance patient and family engagement in the Orlando area. You will perform lobby rounding, institute navigation, wait-time updates, and VIP scheduling support.

Reporting to the Neurosurgery leadership, you will collaborate with clinic teams, monitor feedback, and support service recovery while maintaining essential communications and data presentation skills.

Qualifications

• Associate degree required; two years of related work experience may substitute.
• Proficiency in Microsoft Office software.
• Two years of customer service experience; knowledge of hospital survey systems preferred.

Responsibilities

• Coordinate the team member response line hub and ensure coverage during hours.
• Answer calls for the support line and maintain open contact center operations.
• Identify challenges across platforms and align with OH vision and values.
• Contact patients or family members to acknowledge concerns.
• Escalate feedback to the appropriate administrator or department.
• Review patient satisfaction surveys and track trends.
• Participate in patient experience meetings and improvement initiatives.
• Support service recovery education and training for clinics.
• Maintain attendance and compliance with policies.
• Prepare presentations and documents for meetings on Patient Experience results.

Skills

Customer service

Communication

Education

Associate degree

Tools

Microsoft Office

Press Ganey reporting

Job description

Orlando Health Medical Group — Neuroscience Institute / Neurosurgery is hiring a Patient Experience Coordinator to enhance patient and family engagement in the Orlando area. You will perform lobby rounding, institute navigation, wait-time updates, and VIP scheduling support.

Reporting to the Neurosurgery leadership, you will collaborate with clinic teams, monitor feedback, and support service recovery while maintaining essential communications and data presentation skills.