Located on a lush tropical campus, our flagship hospital, 1,368-bed AdventHealth Orlando
We offer great benefits with immediate Health Insurance coverage
Career growth and advancement potential
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 / Day
You Will Be Responsible For:
Scope of Responsibility:
Directly responsible for driving the execution and sustainment of initiatives and practices across the campus that produce publicly reportable HCAHPS and other patient experience performance which impact performance incentives.
Matrix reporting responsibility to campus’ executive leaders, most directly assisting the Director(s) of nursing while also maintaining an integral alignment with the regional multi-campus Director of Clinical Experience and a collaborative role with the regional CE team in the development and deployment of regional change initiatives and best practices while leading and aligning this work at their campuses to drive results for organizational CE imperatives.
Accountable for assuring compliance and provides evidence of performance federal regulatory requirements
Participates in clinical practice changes as a result of performance improvement activities related to top quartile performance metrics.
Strategic Planning Responsibility:
Effectively translates and communicates strategic plans related to patient experience with patients, families, employees, physicians and other campus leaders.
Accomplishes objectives, celebrates successes, and communicates a shared vision for the organization.
Performance Improvement Responsibility:
Ensures that practice changes, as a result of performance improvement activities, are implemented.
Translates quality patient experience standards and initiatives through collaboration with leadership and implementation of evidence-based practice where appropriate.
What You Will Need:
EDUCATION AND EXPERIENCE REQUIRED:
Bachelor’s degree in business administration or healthcare administration or nursing
Two (2) years of leadership experience with ability to educate, mentor, and counsel effectively
Two (2) years’ experience in behavioral coaching
Four (4) years of professional experience in business operations, performance improvement, and/or healthcare
LICENSURE, CERTIFICATION OR REGISTRATION REQUIRED:
Current, valid State of Florida RN Licensure or Patient Experience Certification
The Sr. Manager of Clinical Experience (SMCE) is a solutions-focused leader who is wholly responsible for the driving the execution and sustainability of patient experience initiatives and programs tailored to the needs of the campus’ strategic business units. This role will be responsible for empowering teams to elevate patient experience to top quartile performance. The Sr. Manager collaborates with the Clinical Experience Director on a regular basis for clear direction and insight on the organizational imperatives for patient experience. The SMCE will own strategy implementation at the campus level. The Sr. Manager uses knowledge, experience and expertise in hospital operations, patient safety, quality and patient and family centered care, Press-Ganey/CMS CAHPS, and evidence-based best practices to collaboratively consult and support clinical and non-clinical leaders in the planning, development, implementation, and evaluation of a comprehensive patient and family experience strategy for their campus/scope of responsibility. Additionally, the Sr. Manager designs and leads strategies to improve physician communication patient satisfaction results, which includes interactive workshops, individual coaching, and in-depth analysis of patient satisfaction results. The Sr. Manager of Clinical Experience is directly responsible for clinical experience outcome metric monitoring, analysis, communication, sustainment planning, and corrective action in collaboration with campus leadership and multi-campus Director of Clinical Experience. The SMCE can demonstrate critical thinking skills, creativity, and has the knowledge and experience to manage resources to achieve quality performance, positive employee relations, and compliance with hospital guidelines. The SMCE is a skilled coach, motivator, mentor, and leader for professional and technical teams in the delivery of services for our patient population. This leader will collaborate with and support the Regional Executive Director and multi-campus Director of Clinical Experience in on-going operational planning, communication, educational and process development and deployments and regional training experiences. Actively participates in outstanding customer service and accepts responsibility in maintaining relationships that are equally respectful to all.
At AdventHealth, Extending the Healing Ministry of Christ is our mission. It calls us to be His hands and feet in helping people feel whole. Our story is one of hope — one that strives to heal and restore the body, mind and spirit. Our more than 80,000 skilled and compassionate caregivers in hospitals, physician practices, outpatient clinics, urgent care centers, skilled nursing facilities, home health agencies and hospice centers are committed to providing individualized, wholistic care.