Baptist Health South Florida is the region’s largest not-for-profit healthcare organization with 12 hospitals, more than 27,000 employees, 4,000 physicians, and 200 outpatient centers, urgent care facilities, and physician practices spanning across Miami-Dade, Monroe, Broward, and Palm Beach counties. Baptist Health has internationally renowned centers of excellence in cancer, cardiovascular care, orthopedics and sports medicine, and neurosciences. Baptist Health is supported by philanthropy and committed to its faith-based charitable mission of medical excellence.

Our mission, vision, and values make us who we are at Baptist Health and are at the center of everything we do. At Baptist Health, we positively impact the human experience for patients, employees, and physicians. Our success comes from a culture of quality and dedication that is instilled into every member of the Baptist Health family.

This year, and for 24 years, we’ve been named one of Fortune’s 100 Best Companies to Work For, based on employee feedback. We’ve also been recognized as one of America’s Most Innovative Companies and People Magazine included us in 50 Companies That Care. Based on the U.S. News & World Report 2023-2024 Best Hospital Rankings, Baptist Health is the most awarded healthcare system in South Florida, with its hospitals and institutes earning 45 high-performing honors.

But really, the reason we’re excited to come to work is the people.

Working together, we form personal connections with our colleagues that are stronger than most of us have experienced at other jobs. We develop caring relationships with our patients and their families that go beyond just delivering healthcare. After all, we know what it’s like to be in their shoes. Many of us have been patients here and have had family members as patients here. We’re committed to delivering quality care in the most compassionate way possible because we feel a personal stake in the outcomes. When it comes to caring for people, we’re all in.

Description:

The Experience Advisor serves as a role model and informal leader that takes a collaborative approach to improving processes and patient-centered performance at the unit/department and/or entity level. Experience Advisors drive change and meaningful action through targeted field assessments and recommendations, data storytelling and visual analysis, extracting consumer insights from and outside of the Press Ganey platform, and developing action plans in collaboration with leaders. The Experience Advisor has a direct impact on patient satisfaction and HCAHPs scores which have monetary implications for team members and institution incentives depending on the entity. Using a hands-on approach, the Experience Advisor balances the organization's patient experience goals with the department/unit's operational realities, limitations, and work-flows. The Experience Advisor is an invaluable resource to the organization who is responsible for identifying trends for improvement and creatively develops short-term and long-term sustainable solutions to preserve brand reputation. Estimated salary range for this position is $44200.73 - $57460.95 / year depending on experience.

Qualifications:

Bachelor degree required. Oversees patient/family compliment, complaints and grievance process for physician practices. Serves as the liaison between patients/families and key organizational stakeholders to achieve timely outcomes and appropriate resolutions, in a fast-paced, deadline driven environment. Minimal travel required throughout Palm Beach, Broward, Miami-Dade counties based on the business needs. Proficient in computer applications and preferred experience in patient relations entry systems, which are used in day-to-day functions. Preferred: Patient/customer relations and conflict resolution background with familiarity of federal and state regulatory agency requirements. Minimum Required Experience: 3 years

• Exceptional communication skills (verbal and written), with ability to maintain a professional, calm, and empathetic demeanor while constructively addressing concerns from patients/families.
• Self-directed and works comfortably with minimal supervision, consistently exercising independent critical thinking, strategic judgment, and master problem-solving skills.
• Excellent business writing skills with attention to detail.
• Strong organizational agility with proven ability to adapt to a dynamic working environment and successfully prioritize workload.
• Bilingual English/Spanish preferred.

EOE