Patient Experience Coordinator - Neurosurgery, Downtown Orlando

Orlando Health, Inc.; Orlando (FL); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health/Dental/Vision

Student loan repayment

Retirement savings

Paternity leave

Elder/Childcare backup

Pet insurance

PTO/Holidays

Job summary

Orlando Health Medical Group in Orlando, FL is seeking a Patient Experience Coordinator for the Neurosurgery Institute to provide lobby rounding, navigation assistance, and wait-time communication. You will support service recovery, escalate issues, and collaborate with clinic teams to improve patient experience across the neuroscience program.

The role emphasizes concise feedback, data reporting, and participation in patient experience meetings, with a focus on enhancing care continuity and

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.

Responsibilities

• 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 challenges from multiple platforms and responds in line with OH vision and values.
• Contacts the patient or family member commenting to assure them their concerns are valued.
• Escalates concerns to the correct Administrator or Department for appropriate action.
• Reviews patient satisfaction survey results and tracks trends.
• Participates in patient experience meetings.
• Assists with performance improvement action plans for the clinic.
• Provides service recovery education and training to achieve service goals.
• Demonstrates basic knowledge of statistics and reporting methods, including third-party patient satisfaction surveys.
• Creates and maintains presentations and documents for meetings on Patient Experience and survey results.
• Maintains punctual attendance per Orlando Health policies and applicable laws.
• Maintains compliance with all Orlando Health policies and procedures.
• Supports professional growth and development and assumes other duties as assigned.

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.

Qualifications

Education/Training:

• 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.