Customer Experience Specialist

4 weeks ago


Clearwater, United States BayCare Health System Full time

At BayCare, we are proud to be one of the largest employers in the Tampa Bay area. Our network consists of 16 community-based hospitals, a long-term acute care facility, home health services, outpatient centers and thousands of physicians. With the support of more than 30,000 team members, we promote a forward-thinking philosophy thats built on a foundation of trust, dignity, respect, responsibility and clinical excellence.

**The Customer Experience Specialist is responsible for:**

+ Supporting all processes to assessing, measuring and communicating the customer experience within their assigned region.

+ Works collaboratively with local leadership and with system level customer experience leadership to fully understand best practices to achieve sustainable results.

+ This is accomplished through applying proven best practice improvement strategies and methodologies, and collaborating with leaders at each site.

+ Responsible for partnering with local leaders to conduct patient experience meetings and discuss current performance and focused tactics for improving organizational outcomes.

+ Will be a service excellence expert and will have a direct accountability for partnering with leadership to improve customer experience.

+ Responsible for maintaining effective collaborative relationships with all levels of staff and leadership.

+ Partnering with quality and performance improvement to deploy unit-based practices and guiding principles that result in ensuring a consistent extraordinary experience for patients and family.

+ Meets regularly with leaders to discuss customer experience and acts as the subject matter expert in interpreting and contextualizing survey data.

+ Ability to work independently and/or in a collaborative environment.

+ Collaborates in the planning, developing and organizing of processes designed to build extraordinary customer experience.

+ Provides support, guidance and mentoring when identifying problems and making recommendations for areas of opportunity.

+ Works closely with leadership to ensure continuous improvement of the customer experience

**Requirements:**

+ Bachelor's Degree: Business, Healthcare, or Related Field

+ 5 years in project management or 5 years in performance/process improvement in service excellence.

+ Preferred experience be in a healthcare related industry and familiar with CMS patient experience survey process and methodology.

+ Preferred Certification & Licensure is CPXP certification.

**Location:** **BayCare System Office - West Building; Clearwater, FL**

**Status:** **Full Time, Exempt: Yes**

**Shift Hours:** **8:00AM - 5:00PM**

**Weekend Work:** **None**

**On Call:** **No**

**How often will this team member be working remotely?** Hybrid

Equal Opportunity Employer Veterans/Disabled

**Position** Customer Experience Specialist

**Location** Clearwater | Business and Administrative | Full Time

**Req ID** null



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