Senior Patient Experience Optimization Lead

Moffitt Cancer Center; Tampa (FL); On-site; USD 91,000 - 137,000; Full time

Job summary

Moffitt Cancer Center is seeking a Manager of Patient Experience Optimization to lead surveying, training, consulting and analytics aimed at elevating patient outcomes and the center's reputation. You will align patient experience goals with organizational strategy and drive data-driven improvements.

The role requires a Master’s degree (or 5 years of healthcare leadership with a bachelor’s), strong curriculum development and adult-learning expertise, and proven change-management skills within a

Qualifications

• Minimum of 5 years’ experience managing professional-level individual contributors in a non-profit healthcare or business environment.
• In lieu of a Master’s degree, a Bachelor’s with an additional 5 years of healthcare management experience is acceptable.
• Experience leading development of team member education and development programs using adult learning and customer service theories.
• Knowledge of curriculum development and e-learning/web-based learning solutions.
• Demonstrated analytical skills to interpret data and recommend performance improvements.
• Experience developing organization-wide goals/metrics and measurement/reporting structures.
• Exceptional interpersonal, consulting, facilitation, training/presentation, and relationship-building skills.
• Proven change management and project leadership for initiatives with cross-organizational impact.
• Familiarity with Patient Satisfaction CMS requirements (HCAHPS).

Responsibilities

• Oversee patient experience surveying, training, consulting and coaching.
• Set goals and report analytics to elevate patient experience and outcomes.
• Serve as a change agent aligning patient experience with organizational goals.
• Ensure integrity of patient satisfaction data and reporting.
• Lead efforts to implement evidence-based best practices and training across the organization.
• Coordinate development of team member education programs and performance improvement initiatives.

Skills

Adult learning theory

Curriculum development

e-learning

Data analysis

Interpersonal & facilitation

Change management

Project management

Education

Master's degree in Education/Instructional Design/Organizational Development or related field

Bachelor's degree with 5 years healthcare management experience

Tools

PMP

Six Sigma/Lean Certification

Job description

Moffitt Cancer Center is seeking a Manager of Patient Experience Optimization to lead surveying, training, consulting and analytics aimed at elevating patient outcomes and the center's reputation. You will align patient experience goals with organizational strategy and drive data-driven improvements.

The role requires a Master’s degree (or 5 years of healthcare leadership with a bachelor’s), strong curriculum development and adult-learning expertise, and proven change-management skills within a