BayCare is seeking a passionate and strategic Customer Experience Partner to support and elevate patient experience across several key facilities: Morton Plant Hospital, Mease Countryside Hospital, Mease Dunedin Hospital, and Morton Plant NorthBay Hospital. 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 regionCollaborate with local and system-level leadership to implement proven best practices and sustainable improvement strategiesFacilitate patient experience meetings with site leaders to review performance metrics and develop targeted improvement tacticsAct as a subject matter expert in service excellence, guiding leaders in interpreting and contextualizing survey dataPartner with Quality and Performance Improvement teams to deploy unit-based practices that ensure consistent, extraordinary experiencesBuild and maintain strong relationships across all levels of staff and leadershipProvide coaching, mentoring, and support to identify opportunities and drive continuous improvementContribute 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 environmentsHas strong analytical and problem-solving abilitiesCommunicates effectively and builds trust across diverse teamsDemonstrates expertise in service excellence and patient-centered careInterprets survey data and translates insights into actionable strategiesBrings a strong background in process improvement and change managementIs passionate about improving healthcare experiences for patients and families

 

Qualifications:

Bachelor’s degree in Business, Healthcare, Nursing, or a related fieldAND 5 years of experience in project management or performance/process improvement in service excellenceOR 5 years of RN bedside experience (if degree is in Nursing)

 

Preferred Skills:

CPXP (Certified Patient Experience Professional) certificationExperience in a healthcare-related industryFamiliarity with CMS patient experience survey processes and methodologies

 

Location: Clearwater, 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