Consumer Experience Business Partner

3 weeks ago

Tampa, Florida, United States AdventHealth Full time

Job Summary:

The Consumer Experience Business Partner is responsible for driving strategic initiatives for an assigned business unit at AdventHealth Medical Group West FL. This role serves as a subject matter expert, ensuring the business unit delivers on the AdventHealth Brand Promise and Service Standards.

Key Responsibilities:

  • Manage internal initiatives for the assigned business unit, driving AdventHealth Medical Group West FL strategic goals and supporting Adventist Health System's (AHS) objectives.
  • Provide consultation support and partner with operations to develop tactics that align with the Consumer Experience strategy, including data analysis, action planning, process consultation, and education.
  • Lead communication and education on Consumer Experience trends, results, and evidenced-based best practices for the assigned business unit.
  • Coach assigned business unit leaders to deliver on the AHS brand promise and Service Standards through execution of all service initiatives and programs, education, action planning, communication, and employee engagement.
  • Provide tactical guidance to operational leaders to improve Consumer Experience performance, focusing on low-performing metrics.
  • Rounds regularly on assigned business unit facilities to provide support, collect feedback from consumers, conduct observations/assessments, and partner with assigned business unit leaders on the Service Recovery process and performance-based recognition.
  • Serve as the Voice of the Consumer (VOC) for operational initiatives that impact the consumer experience, driving a culture of navigation support across the ecosystem.
  • Manage consumer experience survey tools and related online star rating sites for the assigned business unit, including account updates and reporting.
  • Support assigned business unit in executing the IHS Performance Platform as it relates to Consumer Experience performance.

Requirements:

  • Ability to build and maintain strong rapport with assigned business unit leadership and all key stakeholders.
  • Strong organizational skills, self-directed, with ability to manage multiple priorities/projects.
  • Highly skilled public speaker with ability to effectively communicate and influence via oral and/or written formats to small and large groups of leaders, physicians, and frontline staff.
  • Highly skilled in working with data and technology.
  • Proficiency in Microsoft Office Suite.
  • Bachelor's Degree in Healthcare, Business Administration, Communications, Psychology, or related field.
  • Knowledge of clinical operations; Master's Degree in Healthcare, Business Administration, Communications, Psychology, or related field.

AdventHealth is an equal opportunity employer and complies with federal, state, and local anti-discrimination laws, regulations, and ordinances.

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