Patient Experience Consultant - Guest Relations - Bayfront Health

The Patient Experience Consultant plays a key role in advancing a culture of high reliability by supporting initiatives that enhance the patient and family experience. This role is responsible for leading the Patient and Family Advisory Council (PFAC), coaching team members on patient satisfaction strategies, and driving improvement through data analysis, education, and engagement.

• Manages and develops action plans to enable the hospitals and physician practices to achieve Top 10%.
• Supports all aspects of the Patient and Family Advisory Council (PFAC) including meeting organization and celebrations.
• Maintains PFAC volunteer records in the required system.
• Develops, implements, and monitors projects and processes in order to improve patient satisfaction scores and ensure
accountability.
• Coaches site and unit leadership on methods to achieve patient satisfaction goals.
• Develops and monitors patient satisfaction action plans with the Hospital and unit leadership.
• Communicates patient satisfaction trends and initiatives to the Hospital Leadership and Team Members.
• Reviews and trends the results and comments from patient satisfaction surveys.
• Develops and presents patient satisfaction analysis and metrics to all sites and their individual units.
• Participates in patient satisfaction meetings by communicating patient experiences, current trends, and opportunities to recognize
and reward Team Members exhibiting service excellence.
• Facilitates in the standardization of discharge phone calls and ancillary rounding through the development and monitoring of data
collection and trending.
• Supports and provides service recovery education and training to achieve service goals.
• Plans and executes projects and events to inspire an environment of service and hospitality.
• Demonstrates basic knowledge of statistics and statistical reporting methods, including third-party patient satisfaction surveys.
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state
and local standards.
• Maintains compliance with all Orlando Health policies and procedures.

Education/Training
Bachelor’s degree in Marketing, Communications, Health Services Administration, Business Administration, Political Science or a related field required.

Experience
Two (2) years of customer service experience required.
Proficiency in Microsoft Office software required.