Orlando Health
Patient Experience Quality Assurance Coach
Join to apply for the
Patient Experience Quality Assurance Coach
role at
Orlando Health .
Position Summary
Department: Orlando Health Medical Group – Service Excellence
Status: Full‑time (40 hours per week)
Shift: Monday – Friday, 8 a.m. – 4:30 p.m.
Title: Patient Experience Quality Assurance Coach
Address of Practice: 4401 S Orange Ave.*
The Patient Experience Quality Assurance Coach is responsible for conducting coaching, maintaining quality standards, and collaborating with leadership on ways to improve quality and experience. The position coordinates ongoing training and educational materials related to Patient Experience. The coach provides feedback, coaching, resources, and works with team members and leadership to achieve goals and deliver highly reliable patient experience outcomes. This role supports Orlando Health Medical Group with quality initiatives, process improvements, and overall performance improvement. Responsibilities include analytics, reporting, observations, trainings, and communication with leadership for accountability of patient experience outcomes. The coach monitors the patient experience platform, Rounding, and patient/team member interactions.
Benefits All inclusive benefits begin on 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 represents over 55 specialties, including cardiology, vascular medicine, orthopedics, oncology, digestive health, neurology, neurosurgery, bariatric surgery, general surgery, bone marrow transplant, critical care medicine, and more than 30 pediatric subspecialties, women’s health, primary care and the largest hospitalist program in Florida.
Responsibilities
Review patient experience metrics, including survey data and comments, to identify trends and implement strategic plans for improvement.
Assist management in developing and updating reports to identify and track quality trends.
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, Orlando Health policies, and procedures.
Remain current and proficient in all operational procedures and best‑in‑class service skills to provide appropriate coaching based on quality assurance trends.
Coordinate and assist initial and ongoing training, coaching, and development of new hires and current team members.
Coordinate with Patient Access Center QA to ensure quality metrics are met for the medical practices.
Identify medical practices to target areas of patient experience improvement.
Review and maintain reports and databases to monitor patient experience tracks and trends.
Own and structure accountability and key success metrics to track the impact of initiatives on desired outcomes.
Support and reinforce communication protocols with patients and the practice to provide ongoing feedback regarding core skills, accuracy, and errors.
Support and reinforce training with team members on the purpose of service excellence and how to ensure high reliability outcomes.
Manage multiple continuous projects to support the implementation of process improvements, both intradepartmental and interdepartmental.
Assist in expediting issue resolutions through resources and communication.
Communicate effectively verbally and in writing with training and leadership.
Participate in corporate downtime recovery and emergency intakes as assigned.
Participate in all requirements of the Professional Development focusing on systems, workflows and overall experience.
Maintain regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
Maintain compliance with all Orlando Health policies and procedures.
Additional Skills Preferred
Personal commitment to promoting high performance.
Excellent communication and presentation skills.
Diplomacy and patience while interacting with colleagues.
Strong analytical and problem‑solving skills.
Positive attitude and proactive approach.
Quick thinking and appropriate judgment.
Experience with Microsoft products.
Qualifications
Strong analytical skills for identifying performance trends, implementing strategic improvement plans and providing effective written and verbal coaching and feedback to varied audiences.
Team player committed to excellence with a positive attitude.
Strong presentation skills; leads groups virtually and in person, excellent customer service skills.
Education / Training Associate degree in Business Administration, Education, Health Services Administration, or a related field required; High School diploma acceptable. Associate degree with two (2) years of equivalent or relevant experience in coaching, analytics, and delivering feedback (in addition to the requirements listed in Experience). Bachelor’s degree preferred.
Experience
Two (2) years of relevant experience with 1+ year in healthcare preferred.
Strong customer service skills required.
Experience and knowledge of medical practice operations preferred.
Adult training or teaching experience desired.
Seniority Level Entry level
Employment Type Full‑time
Job Function Management and manufacturing
Industries Hospitals and health care
Referrals increase your chances of interviewing at Orlando Health by 2x.
Get notified about new Quality Coach jobs in
Orlando, FL .
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Patient Experience Quality Assurance Coach
role at
Orlando Health .
Position Summary
Department: Orlando Health Medical Group – Service Excellence
Status: Full‑time (40 hours per week)
Shift: Monday – Friday, 8 a.m. – 4:30 p.m.
Title: Patient Experience Quality Assurance Coach
Address of Practice: 4401 S Orange Ave.*
The Patient Experience Quality Assurance Coach is responsible for conducting coaching, maintaining quality standards, and collaborating with leadership on ways to improve quality and experience. The position coordinates ongoing training and educational materials related to Patient Experience. The coach provides feedback, coaching, resources, and works with team members and leadership to achieve goals and deliver highly reliable patient experience outcomes. This role supports Orlando Health Medical Group with quality initiatives, process improvements, and overall performance improvement. Responsibilities include analytics, reporting, observations, trainings, and communication with leadership for accountability of patient experience outcomes. The coach monitors the patient experience platform, Rounding, and patient/team member interactions.
Benefits All inclusive benefits begin on 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 represents over 55 specialties, including cardiology, vascular medicine, orthopedics, oncology, digestive health, neurology, neurosurgery, bariatric surgery, general surgery, bone marrow transplant, critical care medicine, and more than 30 pediatric subspecialties, women’s health, primary care and the largest hospitalist program in Florida.
Responsibilities
Review patient experience metrics, including survey data and comments, to identify trends and implement strategic plans for improvement.
Assist management in developing and updating reports to identify and track quality trends.
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, Orlando Health policies, and procedures.
Remain current and proficient in all operational procedures and best‑in‑class service skills to provide appropriate coaching based on quality assurance trends.
Coordinate and assist initial and ongoing training, coaching, and development of new hires and current team members.
Coordinate with Patient Access Center QA to ensure quality metrics are met for the medical practices.
Identify medical practices to target areas of patient experience improvement.
Review and maintain reports and databases to monitor patient experience tracks and trends.
Own and structure accountability and key success metrics to track the impact of initiatives on desired outcomes.
Support and reinforce communication protocols with patients and the practice to provide ongoing feedback regarding core skills, accuracy, and errors.
Support and reinforce training with team members on the purpose of service excellence and how to ensure high reliability outcomes.
Manage multiple continuous projects to support the implementation of process improvements, both intradepartmental and interdepartmental.
Assist in expediting issue resolutions through resources and communication.
Communicate effectively verbally and in writing with training and leadership.
Participate in corporate downtime recovery and emergency intakes as assigned.
Participate in all requirements of the Professional Development focusing on systems, workflows and overall experience.
Maintain regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
Maintain compliance with all Orlando Health policies and procedures.
Additional Skills Preferred
Personal commitment to promoting high performance.
Excellent communication and presentation skills.
Diplomacy and patience while interacting with colleagues.
Strong analytical and problem‑solving skills.
Positive attitude and proactive approach.
Quick thinking and appropriate judgment.
Experience with Microsoft products.
Qualifications
Strong analytical skills for identifying performance trends, implementing strategic improvement plans and providing effective written and verbal coaching and feedback to varied audiences.
Team player committed to excellence with a positive attitude.
Strong presentation skills; leads groups virtually and in person, excellent customer service skills.
Education / Training Associate degree in Business Administration, Education, Health Services Administration, or a related field required; High School diploma acceptable. Associate degree with two (2) years of equivalent or relevant experience in coaching, analytics, and delivering feedback (in addition to the requirements listed in Experience). Bachelor’s degree preferred.
Experience
Two (2) years of relevant experience with 1+ year in healthcare preferred.
Strong customer service skills required.
Experience and knowledge of medical practice operations preferred.
Adult training or teaching experience desired.
Seniority Level Entry level
Employment Type Full‑time
Job Function Management and manufacturing
Industries Hospitals and health care
Referrals increase your chances of interviewing at Orlando Health by 2x.
Get notified about new Quality Coach jobs in
Orlando, FL .
#J-18808-Ljbffr