Patient Experience Partner

adventhealth; Orlando (FL); On-site; USD 28,075 - 44,909; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

Paid time off

401K / retirement plan

Parental leave

Career development

Well-being resources

Mental health resources

Pet benefits

Job summary

AdventHealth in Orlando, FL is seeking a detail‑oriented patient support specialist to assist consumers with app navigation and scheduling while maintaining excellent service standards. You will collaborate with clinical partners to ensure open communication and a smooth patient experience across departments.

Key qualifications include strong communication, HIPAA awareness, and the ability to work in a fast-paced environment.

Qualifications

• Proficient with mobile devices and apps.
• Familiar with healthcare navigation and patient flow.
• Strong communication and active listening skills.
• Knowledge of HIPAA privacy rules and confidential information handling.
• Experience with patient scheduling and clinical support functions.

Responsibilities

• Assist patients using AdventHealth apps and services.
• Support care team with tasks to ensure smooth patient flow.
• Provide comfort items and transportation assistance as needed.
• Document gaps in service and report to leadership.
• Navigate multiple systems and schedules with accuracy.

Skills

Phone navigation

App navigation

Communication

Healthcare knowledge

Customer service

Emotional intelligence

Organization

Team relationships

HIPAA awareness

Fast-paced

Problem solving

Medical terminology

Bilingual

Hospital/clinic experience

Epic EMR

Education

Associate degree

Bachelor's degree

Job description

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

All the benefits and perks you need for you and your family:

• Benefits from Day One: Medical, Dental, Vision Insurance, Life Insurance, Disability Insurance
• Paid Time Off from Day One
• 403-B Retirement Plan
• 4 Weeks 100% Paid Parental Leave
• Career Development
• Whole Person Well-being Resources
• Mental Health Resources and Support
• Pet Benefits

Schedule: Full time

Shift: Day (United States of America)

Address: 7727 LAKE UNDERHILL RD

City: ORLANDO

State: Florida

Postal Code: 32822

Job Description:

Other duties as assigned. Maintains a close working relationship with clinical partners to ensure continual open communication between clinical, ancillary, and patient access departments. Facilitates patient requests and supports the care team with tasks to deliver an exceptional consumer experience. Serves as an expert on the department's tracking technology, providing education and support to both consumers and the care team. Conducts frequent visits throughout the emergency department to remain connected with consumers and offer key services such as comfort items and transport assistance. Captures and provides written reports on gaps in service and proactively address negative consumer feedback through leadership involvement. Monitors the tracking technology to prioritize patients discharging home and ensures a safe transition out of the facility. Escalates any worsening symptoms or patients at risk of Leaving Without Being Seen (LWBS) or Against Medical Advice (AMA) to the care team. Interacts with all consumers and team members using the appropriate communication model to ensure efficient flow and effective communication. Participates in outstanding customer service and maintains respectful relationships with all stakeholders. Navigates multiple computer systems, applications, phone lines, and patient schedules with proficiency.

Knowledge, Skills, and Abilities:

• Proficient in technological device navigation (phone, tablet, etc.) [Required]
• Knowledge and understanding of AdventHealth app offerings and ability to assist consumers with app navigation [Required]
• Skilled in efficient communication and active listening [Required]
• Familiar with healthcare system and processes [Required]
• Highly relational and skilled in customer service techniques [Required]
• High level of emotional and situational intelligence [Required]
• Skilled in organization as demonstrated by the ability to manage multiple tasks/deadlines [Required]
• Ability to develop and maintain positive working relationships with team members and other stakeholders/consumers [Required]
• Knowledge and understanding of HIPAA privacy rules and adroit ability to use discretion when discussing patient related information that is confidential in nature [Required]
• Ability to work in a fast-paced environment [Required]
• Strong problem-solving skills [Required]
• Knowledge of medical terminology [Preferred]
• Bilingual [Preferred]
• Hospital, Medical Practice or related experience [Preferred]
• Epic EMR experience [Preferred]

Education

• Associate [Required]
• Bachelor's [Preferred]

Field of Study:

• in Healthcare, Business, Hospitality, or related field

Work Experience:

• 2+ in healthcare, hospitality, or related field [Required]

Additional Information:

• N/A

Licenses and Certifications:

• Basic Life Support - CPR Cert (BLS) [Preferred]
• American Association Medical Assistants (CMA) [Preferred] OR Clinical Medical Assistant Certification (CMAC) [Preferred]OR Registered Medical Assistant (RMA) [Preferred] OR National Certified Medical Assistant (NCMA) [Preferred] OR Certified Clinical Medical Assistant (CCMA) [Preferred] OR Nationally Registered Certified Medical Assistant (NRCMA) [Preferred]

Physical Requirements

Please click the link below to view work requirements. Physical Requirements - https://tinyurl.com/23km2677

Pay Range:

$20.38 - $32.60

Background Screening Requirement (Florida Law)

Certain positions are subject Florida Level 2 background screening, including fingerprinting, as required by state law.

Applicants may review general information at Florida Care Provider Background Screening Clearinghouse: https://info.flclearinghouse.com/

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.