Patient Experience Optimization Lead

SPEROS; Tampa, Northern (FL, KY); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Moffitt Cancer Center is seeking a Manager of Patient Experience Optimization to lead surveying, training, consulting and coaching activities to elevate patient experience, outcomes and the organization’s reputation.

The role requires a Master’s degree in a related field, strong analytics, change management, and the ability to interact with all levels of staff while driving organization-wide goals and CMS metrics.

Qualifications

• Demonstrated experience leading the development of team member education and development programs using adult learning and customer service theories.
• Knowledge of curriculum development and assessment.
• Working knowledge of e-learning and web-based learning solutions.
• Demonstrated analytical skills to gather, interpret and present data and make recommendations.
• Experience setting organization-wide goals/metrics and reporting progress.

Responsibilities

• Lead the Patient Experience Optimization team and coordinate surveying, training, consulting and coaching.
• Set goals, report analytics and drive improvements in patient satisfaction and outcomes.
• Align patient experience goals with organizational priorities and CMS requirements (e.g., HCAHPS).
• Develop and implement education programs and change strategies across the organization.

Skills

Adult learning theories

Analytical skills

Change management

Facilitation / training

Interpersonal skills

Project management

Customer service concepts

Education

Master's degree

Tools

e-learning platforms

Web-based learning solutions

Job description

Moffitt Cancer Center is seeking a Manager of Patient Experience Optimization to lead surveying, training, consulting and coaching activities to elevate patient experience, outcomes and the organization’s reputation.

The role requires a Master’s degree in a related field, strong analytics, change management, and the ability to interact with all levels of staff while driving organization-wide goals and CMS metrics.