Patient Experience Champion

Orlando Health, Inc.; Orlando (FL); On-site; USD 50,000 - 65,000; Full time

Benefits offered by this job

Health/Dental/Vision/Life Insurance

Student loan repayment, tuition refund

Retirement savings

Paid paternity leave & fertility

Job summary

Orlando Health Medical Group in Orlando, FL, is hiring a Patient Experience Coordinator to support interventional spine and pain management services. You will handle lobby rounding, institute navigation, wait-time communication, and VIP scheduling, while collaborating with clinic teams to improve patient experience.

The role emphasizes service recovery, escalation of concerns, and data reporting on satisfaction surveys, with an emphasis on communication, teamwork, and professional growth.

Qualifications

• Associate degree required; two years of related work experience may substitute.
• Two years of customer service experience.
• Knowledge of reporting of Press Ganey or related hospital survey system.
• Proficiency in Microsoft Office software.

Responsibilities

• Coordinates the team member response line hub.
• Answers call for the support line during hours of operation.
• Identifies challenges and responds in line with OH vision and values.
• Contact patients or family members to acknowledge concerns.
• Escalates concerns to the appropriate Administrator or Department.
• Reviews patient satisfaction surveys and tracks trends.
• Participates in patient experience meetings.
• Supports performance improvement actions for the clinic.
• Provides service recovery education and training.

Skills

Customer service

Communication skills

Team collaboration

Education

Associate degree

Tools

Microsoft Office

Job description

Orlando Health Medical Group in Orlando, FL, is hiring a Patient Experience Coordinator to support interventional spine and pain management services. You will handle lobby rounding, institute navigation, wait-time communication, and VIP scheduling, while collaborating with clinic teams to improve patient experience.

The role emphasizes service recovery, escalation of concerns, and data reporting on satisfaction surveys, with an emphasis on communication, teamwork, and professional growth.