Patient Experience Navigator - Neurosurgery

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

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