Patient Experience Advocate & Insight Lead

Health First; Palm Bay (FL); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Full-Time

Days shift

Paygrade PG-31

Job summary

Health First in Palm Bay, FL is seeking a Patient Experience Coordinator to improve the patient and guest experience by partnering with leadership, clinical and operational teams. The role focuses on resolving incidents, capturing feedback, and driving strategic initiatives to promote service excellence.

The position requires strong communication, analytical, and problem-solving skills, with the ability to influence across departments and to support a culture of accountability and engagement.

Qualifications

• Associate degree required; Bachelor’s preferred
• At least 3 years in healthcare, patient relations, or customer-facing roles
• Excellent written and verbal communication skills
• Strong interpersonal abilities including team collaboration and performance improvement
• Self-directed with problem solving and critical thinking
• Professional demeanor, service orientation, and attention to detail
• Ability to analyze patient satisfaction and organizational performance data
• Flex hours for early/late meetings and rounding

Responsibilities

• Delivers consultation and support to leadership and teams in reviewing complex concerns and incidents; analyzes data trends to mitigate future cases
• Participates on the Grievance Committee with Risk Management to reduce future risks
• Investigates and resolves patient or customer complaints with clinical/operational leaders
• Provides coaching to associates and leadership to promote accountability, empathy, engagement, and zero-harm
• Supports engagement initiatives and CAHPS/Value-Based Purchasing programs
• Serves as SME to conduct training for Associates on Press Ganey systems
• Facilitates trends and KPI reporting for patient and customer experience with stakeholders
• Collaborates with stakeholders to develop and monitor action plans from feedback and survey data

Skills

Microsoft 365

Communication skills

Interpersonal skills

Data analysis

Problem solving

Organized

Education

Associate’s degree

Bachelor’s degree preferred

Tools

Microsoft 365

Job description

Health First in Palm Bay, FL is seeking a Patient Experience Coordinator to improve the patient and guest experience by partnering with leadership, clinical and operational teams. The role focuses on resolving incidents, capturing feedback, and driving strategic initiatives to promote service excellence.

The position requires strong communication, analytical, and problem-solving skills, with the ability to influence across departments and to support a culture of accountability and engagement.