Patient Experience Supervisor

Sanitas - Jacksonville, FL

Full-time - Mid Level

Jacksonville, FL

Professional, Scientific, and Technical Services

About the position

The Patient Experience Supervisor is responsible for enhancing the overall patient experience at Sanitas Medical Center by implementing best practices and strategies aimed at improving patient safety, satisfaction, and loyalty. This role involves leading a cross-functional team, managing customer experience improvement plans, and ensuring compliance with relevant healthcare policies and standards.

Responsibilities

• Lead the development of a patient experience cross-functional team responsible for the implementation of the patient experience strategy.
• Manage the implementation of the customer experience improvement plan.
• Lead, implement and monitor the effectiveness of patient experience and quality projects and processes relevant to all medical centers and providers.
• Develop quality monitoring activities, metrics, and reporting.
• Work with the operations team to ensure there are robust processes to conduct quality monitoring.
• Undertake quality assurance assessment visits, including planned and unannounced visits to medical centers and providers, ensuring that timely and accurate feedback is given with assurance processes in place to monitor providers' actions for service improvement.
• Troubleshoot, resolve, and document patient complaints to ensure the root cause of complaints is understood and resolved to prevent future ones.
• Keep abreast of relevant national and state legislative and policy requirements, ensuring that key requirements are identified and adopted, including amending related policies and procedures.
• Undertake the delivery of quality profiles of providers, quality reports and review processes, reporting and monitoring systems.
• Provide ongoing coaching and development on customer service standards and service recovery.
• Assist with ongoing training for staff and understanding of company service values.
• Assist in hiring, developing, and ongoing coaching of Patient Experience Representatives.

Requirements

• 2 years+ experience in customer service or coaching
• Understanding of healthcare procedures
• Excellent interpersonal and communication skills
• Bilingual (English and Spanish)
• Outstanding organizational and problem-solving aptitude
• Ability to work in teams
• Position requires driving and traveling
• Available to work on weekends when required.

Nice-to-haves

• Prior healthcare experience preferred.