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Consumer Experience Business Partner - AdventHealth - Orlando

Location Address: 601 E Rollins St, Orlando, FL 32803

Top Reasons to work at AdventHealth – Orlando

• Located on a lush tropical campus, our flagship hospital, 1,368-bed AdventHealth Orlando
• serves as the major tertiary facility for much of the Southeast, the Caribbean and South America
• AdventHealth Orlando houses one of the largest Emergency Departments and largest cardiac catheterization labs in the country
• We are already one of the busiest hospitals in the nation, providing service excellence to more than 32,000 inpatients and 125,000 outpatients each year

Work Hours/Shift:   Full Time, Monday – Friday, 8:00 am – 5:00 pm

You Will Be Responsible For:        

Demonstrates, through behavior, AdventHealth’s core values of Integrity, Compassion, Balance, Excellence, Stewardship, and Teamwork.

• Serves as the lead for communicating and educating on Consumer Experience trends, results, and evidence-based best practices for the assigned business units.
• Coaches assigned business unit leaders to deliver on the AHS brand promise & Service Standards through execution of all service initiatives and programs, education, action planning, communication, and employee engagement.
• Provides tactical guidance to operational leaders to improve Consumer Experience performance with an intent focus on low-performing metrics.
• Rounds regularly on assigned business unit facilities to provide support, collect feedback from consumers, conduct observations/assessments; rounds upon request by leadership.
• Partners with assigned business unit leaders on the Service Recovery process and performance-based recognition.

What You Will Need:

• Bachelor’s Degree in Healthcare, Business Administration, Communications, Psychology, or related field
• Three years of experience in Healthcare
• Two years of experience in Consumer/Patient Experience, Learning & Organizational Development, Operations, or Project Management  
• Ability to build and maintains strong rapport with assigned business unit leadership and all key stakeholders
• 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

Job Summary:

The Consumer Experience Business Partner is responsible for managing internal initiatives for an assigned business unit which drives AdventHealth’s Integrated Health Services (IHS) strategic goals and supports Adventist Health System’s (AHS) Consumer Experience strategy. The Consumer Experience Business Partner serves as a subject matter expert and works to ensure their assigned IHS business unit is delivering upon our AHS Brand Promise and Service Standards. The Business Partner works in collaboration with their assigned Business Unit Leaders, Operational Partners, Integrated Health Services Leadership, AdventHealth Acute Care Services and Adventist Health System. The Consumer Experience Business Partner provides consultation support and partners with operations to develop tactics that align and support the Consumer Experience strategy. This includes data analysis, action planning, process and communication consultation, and education to drive key performance metrics identified by Senior Leadership. Actively participates in outstanding customer service and accepts responsibility in maintaining relationships that are equally respectful to all.