Patient Experience Operations Nurse

Overview

Promotes and demonstrates UF Health Central Florida Mission, Vision and Values. Ensure compliance with all federal, state and local laws and regulations.  The Patient Experience Operations Nurse develops effective relationships serving as the daily contact for clinical and non-clinical leaders for support and coaching related to patient experience initiatives.

Under the direction of the Division Director for Patient Experience, reporting through the AVP Risk and Regulatory Compliance.  Participates in the planning, development, implementation and evaluation of patient experience processes which may include interactive workshops, individual coaching, and in-depth analysis of patient satisfaction results. Is highly visible and serves as a role model for patient experience.

Provides ongoing coaching and education to unit and department leaders to improve the patient experience including sustainment planning, and corrective action in collaboration with leadership. Maintains a high degree of confidentiality, empathy, compassion and is skilled in the art of recovery service working with the Patient Advocate. Implements or coordinates the deployment of applicable processes and tools.

Responsibilities

This role will be responsible for empowering teams to elevate patient experience to top quartile performance. 

• Responsible for driving the implementation and sustainment of processes and practices across the Division/Campus of responsibility
• Develops and mentors clinical and non-clinical team members and leaders to perform at an optimal level, effectively result in excellent patient experience and quality performance outcomes including but not limited to HCAHPS and Qualtrics patient experience.
• Assists and collaborates with executive leaders and Director(s) of Nursing in accountability coaching to nurse leaders and ancillary leaders and team members.
• Develops and maintains excellent collegial relationships with campus leaders to understand culture to understand unit dynamics (leaders, team, culture, case mix) to influence, coach and support the clinical team through implementation of patient experience best practice and validation processes in collaboration campus leadership.
• Consults with executive and department leaders on metric results and best practice strategies for improving the experience of patients and families
• Leads in process improvement observations, assessments, validations and accountability reviews (including but not limited to Performance Review Committee meetings)
• Participates in the orientation and training of new nurses, new hires, education, and divisional planning and deployments as it relates to patient experience as directed.
• Responsible for communication of patient experience culture at UF at general orientation as directed
• Facilitates patient experience physician strategies through collaborative and collegial relationships with nursing leaders, physician leaders and consultants to drive top quartile performance in patient experience (CMS CAHPS).
• Collaborates with others in facilitating course curriculums for clinical and non-clinical staff that interact with patients and families as well as project managers, and clinicians that shadow, coach, and educate physicians on patient and family interactions and communication as directed.
• Participates and coordinates the development of a hospital Patient and Family Advisory Board meetings. Shares the feedback from the PFAC with department supervisors and leaders to improve patient experience and fulfillment of our mission to provide healing experiences for everyone all the time
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Manages projects to support patient experience initiatives including the scheduling, developing and leading project related meetings, creating and delivering communications, organizing project dynamics and tracking and communicating progress.

Qualifications

Education:

Registered nurse-Required

Bachelor’s in nursing, Healthcare Administration or relevant area-Preferred

Licensure/Certification/Registration:

• • • • State of Florida Licensure, Registered Nurse – Required
      • Certification as a Certified Patient Experience Professional-Preferred
      • Certification as Project Management Professional – Preferred

Special Skills/Qualifications/Additional Training/Experience Required:

• • • • Must be able to read, write, speak and understand English.

EXPERIENCE REQUIRED:

• • • Two (2) years of professional experience with demonstrated ability to educate, mentor, and counsel effectively