The Patient Experience Coordinator serves as an internal consultant to ensure the delivery of a world-class experience for patients and families throughout the organization. Serves as a patient experience subject matter expert, providing recommendations and support to leaders and their teams. Responsible for performing job duties in accordance with the shared purpose, vision and values of Tampa General Hospital.

Essential Functions:

• Spends the majority of time partnering closely with clinical, service line/institute and system leadership to develop local and organization-wide service excellence programs to improve patient experience.
• Regularly visits/meets with unit/department leadership to cultivate relationships and develop situational awareness.
• Reviews and analyzes data from a variety of sources related to patient experience and makes recommendations to leaders to improve performance.
• Tailors strategies and recommendations to empower local leaders and strengthen sustainable, world-class experiences.
• Facilitates experiential group classes and workshops regarding patient experience, data acquisition and analysis, communication skills, trust recovery and/or patient and family centered care.
• Collaborates with all aspects of quality, including patient safety and infection prevention, to align and reinforce best practices.
• In consultation with leaders, collaboratively develops recommendations and success plans for improving the patient experience.

• Bachelor's Degree in Nursing, Communications, Psychology, Healthcare Administration, and/or other related field.
• Minimum three (3) years of work experience in patient experience, patient relations, process improvement, quality improvement, customer service or other related field with a minimum of one (1) of those years in a healthcare industry related organization.
• An equivalent combination of education and years of experience may be considered.