Orlando Health
Position Summary
Department: Orlando Health Medical Group - Service Excellence Status: Full-Time | 40 hours per week Shift: Monday - Friday, 8am - 4:30pm Title: Patient Experience Quality Assurance Coach Address of Practice: 4401 S Orange Ave. The Patient Experience Quality Assurance Coach is responsible for coaching, maintaining quality standards, and collaborating with leadership to improve patient experience. The role coordinates ongoing training and educational materials, provides feedback and coaching resources, and supports quality initiatives, process improvements, and performance improvement through analytics, reporting, trainings, and leadership communication. All Inclusive Benefits (start day one)
Health/Dental/Vision/Life Insurance, Student loan repayment, tuition reimbursement, FREE college education programs, retirement savings, paid paternity leave, fertility benefits, backup elder and childcare, pet insurance, PTO/Holidays, and more for full time and part time employees. About OHMG
Orlando Health Medical Group is a comprehensive physician group serving patients from across the southeastern United States. With more than 200 practices and 1,200 physicians, OHMG has a strong representation in over 55 specialties and more than 30 pediatric subspecialties, women’s health, primary care and the largest hospitalist program in Florida. OHMG is part of the Orlando Health system of care, which includes 24 award‑winning hospitals and ERs, 9 specialty institutes, 14 urgent care centers, 100+ primary care practices and more than 60 outpatient facilities that span Florida’s east to west coasts and beyond. Responsibilities
Review patient experience metrics (surveys, comments) to identify trends and implement strategic improvement plans. Assist management in developing and updating quality trend reports. Provide feedback and coaching to team members and leadership based on quality standards. Answer questions and assist team members with issues regarding core behavioral skills, policies, and procedures. Remain proficient in operational procedures and best‑in‑class service skills to deliver appropriate coaching. Coordinate and assist initial and ongoing training, coaching, and development of new hires and current team members. Coordinate with Patient Access Center Quality Assurance to ensure quality metrics are met for medical practices. Identify areas of patient experience improvement across practices. Maintain reports and databases to monitor patient experience trends. Own and structure accountability and key success metrics to track initiative impact. Support and reinforce communication protocols with patients and the practice for ongoing feedback on core skills, accuracy, and errors. Develop and manage continuous improvement projects, including intradepartmental and interdepartmental initiatives. Assist in expediting issue resolutions through resources and communication. Communicate effectively with training and leadership teams. Participate in corporate downtime recovery and emergency intakes as assigned. Maintain regular, punctual attendance in compliance with Orlando Health policies, the ADA, FMLAs, and other standards. Qualifications
Associate degree in Business Administration, Education, Health Services Administration or a related field required; high school graduate with 2 years of equivalent or relevant experience acceptable; bachelor’s degree preferred. At least 2 years of relevant experience; 1+ year in healthcare preferred. Strong analytical skills to identify performance trends and implement improvement plans. Experience with medical practice operations and adult training or teaching preferred. Excellent communication, presentation, and customer service skills. Proficiency in Microsoft products. Related Skills
Personal commitment to promoting high performance. Diplomacy, patience, and strong interpersonal skills. Positive, proactive attitude. Quick thinking and sound judgment.
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Department: Orlando Health Medical Group - Service Excellence Status: Full-Time | 40 hours per week Shift: Monday - Friday, 8am - 4:30pm Title: Patient Experience Quality Assurance Coach Address of Practice: 4401 S Orange Ave. The Patient Experience Quality Assurance Coach is responsible for coaching, maintaining quality standards, and collaborating with leadership to improve patient experience. The role coordinates ongoing training and educational materials, provides feedback and coaching resources, and supports quality initiatives, process improvements, and performance improvement through analytics, reporting, trainings, and leadership communication. All Inclusive Benefits (start day one)
Health/Dental/Vision/Life Insurance, Student loan repayment, tuition reimbursement, FREE college education programs, retirement savings, paid paternity leave, fertility benefits, backup elder and childcare, pet insurance, PTO/Holidays, and more for full time and part time employees. About OHMG
Orlando Health Medical Group is a comprehensive physician group serving patients from across the southeastern United States. With more than 200 practices and 1,200 physicians, OHMG has a strong representation in over 55 specialties and more than 30 pediatric subspecialties, women’s health, primary care and the largest hospitalist program in Florida. OHMG is part of the Orlando Health system of care, which includes 24 award‑winning hospitals and ERs, 9 specialty institutes, 14 urgent care centers, 100+ primary care practices and more than 60 outpatient facilities that span Florida’s east to west coasts and beyond. Responsibilities
Review patient experience metrics (surveys, comments) to identify trends and implement strategic improvement plans. Assist management in developing and updating quality trend reports. Provide feedback and coaching to team members and leadership based on quality standards. Answer questions and assist team members with issues regarding core behavioral skills, policies, and procedures. Remain proficient in operational procedures and best‑in‑class service skills to deliver appropriate coaching. Coordinate and assist initial and ongoing training, coaching, and development of new hires and current team members. Coordinate with Patient Access Center Quality Assurance to ensure quality metrics are met for medical practices. Identify areas of patient experience improvement across practices. Maintain reports and databases to monitor patient experience trends. Own and structure accountability and key success metrics to track initiative impact. Support and reinforce communication protocols with patients and the practice for ongoing feedback on core skills, accuracy, and errors. Develop and manage continuous improvement projects, including intradepartmental and interdepartmental initiatives. Assist in expediting issue resolutions through resources and communication. Communicate effectively with training and leadership teams. Participate in corporate downtime recovery and emergency intakes as assigned. Maintain regular, punctual attendance in compliance with Orlando Health policies, the ADA, FMLAs, and other standards. Qualifications
Associate degree in Business Administration, Education, Health Services Administration or a related field required; high school graduate with 2 years of equivalent or relevant experience acceptable; bachelor’s degree preferred. At least 2 years of relevant experience; 1+ year in healthcare preferred. Strong analytical skills to identify performance trends and implement improvement plans. Experience with medical practice operations and adult training or teaching preferred. Excellent communication, presentation, and customer service skills. Proficiency in Microsoft products. Related Skills
Personal commitment to promoting high performance. Diplomacy, patience, and strong interpersonal skills. Positive, proactive attitude. Quick thinking and sound judgment.
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