• Patient Experience Specialist

    BayCare Health System (Winter Haven, FL)


    **BayCare is seeking a passionate and strategic Patient Experience Partner to support and elevate patient experience across several key facilities:** Winter Haven Hospital, Winter Haven Women's Hospital, Bartow Regional Medical Center, and BayCare Hospital Wesley Chapel. This role is ideal for a service excellence professional who thrives in collaborative environments and is driven to make a meaningful impact on patient and family experiences.

    What You’ll Do

    + Lead efforts to assess, measure, and communicate the customer experience across your assigned region

    + Collaborate with local and system-level leadership to implement proven best practices and sustainable improvement strategies

    + Facilitate patient experience meetings with site leaders to review performance metrics and develop targeted improvement tactics

    + Act as a subject matter expert in service excellence, guiding leaders in interpreting and contextualizing survey data

    + Partner with Quality and Performance Improvement teams to deploy unit-based practices that ensure consistent, extraordinary experiences

    + Build and maintain strong relationships across all levels of staff and leadership

    + Provide coaching, mentoring, and support to identify opportunities and drive continuous improvement

    + Contribute to the planning and development of processes that enhance the overall customer experience

    The Ideal Candidate

    + Works independently and takes initiative while also thriving in collaborative environments

    + Has strong analytical and problem-solving abilities

    + Communicates effectively and builds trust across diverse teams

    + Demonstrates expertise in service excellence and patient-centered care

    + Interprets survey data and translates insights into actionable strategies

    + Brings a strong background in process improvement and change management

    + Is passionate about improving healthcare experiences for patients and families

    Qualifications:

    + Bachelor’s degree in Business, Healthcare, Nursing, or a related field

    + AND

    + 5 years of experience in project management or performance/process improvement in service excellence

    + OR 5 years of RN bedside experience (if degree is in Nursing)

    Preferred Skills:

    + CPXP (Certified Patient Experience Professional) certification

    + Experience in a healthcare-related industry

    + Familiarity with CMS patient experience survey processes and methodologies

    **Location:** Winter Haven, FL

    **Status:** Fulltime

    **Exempt:** Yes

    **Shift Hours:** Monday- Friday 8:00 am - 5:00 pm

    **Weekend Work:** None

    **On Call:** No

     

    How often will this team member be working remotely? Hybrid

    Equal Opportunity Employer Veterans/Disabled

    **Position** Patient Experience Specialist

    **Location** Winter Haven:Winter Haven | Business and Administrative | Full Time

    **Req ID** 132339