Patient Experience Coordinator – Neurosurgery, Downtown Orlando

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

Position Summary

We’re Hiring: Patient Experience Coordinator | Neurosurgery Address of Practice: 76 W Underwood St, Orlando, FL 32806

Department: Orlando Health Medical Group — Neuroscience Institute / Neurosurgery

Status: Full-Time | 40 hours per week

Shift: Monday — Friday, 8:00 AM — 5:00 PM

Title: Patient Experience Coordinator

About the Role

The Patient Experience Coordinator is responsible for structured and constant lobby rounding on patients and families, institute navigation assistance, wait-time communication, service escalation, patient-facing technology support, managing VIP scheduling needs, and expanding collaboration with clinic teams across the institute. This role will strengthen communication and service recovery, reduce avoidable operational interruptions, and give leaders more consistent insight into Patient Experience opportunities across neuroscience.

All Inclusive Benefits (Start Day One)

• Health/Dental/Vision/Life Insurance
• Student loan repayment, tuition reimbursement, & FREE college education programs
• Retirement savings
• Paid paternity leave & fertility benefits
• Back up elder and childcare
• Pet insurance
• PTO/Holidays, and more for full time and part time employees!

About OHMG

Orlando Health Medical Group is a comprehensive physician group serving patients from across the southeastern United States. With more than 200 practices and 1,200 physicians, Orlando Health Medical Group has a strong representation in over 55 specialties, including cardiology, vascular medicine, orthopedics, oncology, digestive health, neurology, neurosurgery, bariatric surgery, general surgery, bone marrow transplant and critical care medicine, as well as more than 30 pediatric subspecialties, women’s health, primary care and the largest hospitalist program in Florida.

Orlando Health Medical Group is part of the Orlando Health system of care, which includes 24 award-winning hospitals and ERs, 9 specialty institutes, 14 urgent care centers, 100 primary care practices and more than 60 outpatient facilities that span Florida’s east to west coasts and beyond. Collectively, we honor our 100-year legacy by providing care for more than 142,000 inpatient and 3.9 million outpatient visits each year.

Essential Functions

• Coordinates the team member response line hub.
• Answers call for the support line ensuring the contact center is open during advertised hours of operation.
• Identifies the challenges from multiple platforms and respond in line with OH vision and values.
• Contacts the patient or person commenting and assure them that their concerns are valued.
• Ensure that the feedback positive or negative is received by appropriate areas including escalating the concerns to the correct Administrator or Department.
• Reviews results and comments from patient satisfaction surveys and tracks trends.
• Participates in patient experience meetings.
• Provides assistance with performance improvement action plan for the clinic.
• Supports and provides service recovery education and training to achieve service goals.
• Demonstrates basic knowledge of statistics and statistical reporting methods, including third-party patient satisfaction surveys.
• Creates and maintains presentations and other necessary documents for all meetings concerning Patient Experience and satisfaction survey results.
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
• Maintains compliance with all Orlando Health policies and procedures.
• Assumes responsibility for professional growth and development.
• Assumes other duties as assigned.

Education/Training Qualifications

• Associate degree required. Two (2) years of directly related work experience may substitute for the Associate degree (in addition to the requirements listed in the Experience section).
• Proficiency in Microsoft Office software required.

Licensure/Certification

• None.

Experience

• Two (2) years of customer service experience required.
• Knowledge of reporting of Press Ganey or related hospital survey system required.