Patient Quality Assurance Coach

Patient Experience Quality Assurance Coach

Join to apply for the Patient Experience Quality Assurance Coach role at Orlando Health
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• Department:
  Orlando Health Medical Group – Service Excellence
• Status:
  Full‑time (40 hours per week)
• Shift: Monday – Friday, 8 a.m. – 4:30 p.m.
• Title:
  
  Patient Experience Quality Assurance Coach
• Address of Practice: 4401 S Orange Ave.*

The Patient Experience Quality Assurance Coach is responsible for conducting coaching, maintaining quality standards, and collaborating with leadership on ways to improve quality and experience. The position coordinates ongoing training and educational materials related to Patient Experience. The coach provides feedback, coaching, resources, and works with team members and leadership to achieve goals and deliver highly reliable patient experience outcomes. This role supports Orlando Health Medical Group with quality initiatives, process improvements, and overall performance improvement.

Responsibilities include analytics, reporting, observations, trainings, and communication with leadership for accountability of patient experience outcomes. The coach monitors the patient experience platform, Rounding, and patient/team member interactions.

All inclusive benefits begin on day one:
Health/dental/vision/life insurance, student loan repayment, tuition reimbursement, free college education programs, retirement savings, paid paternity leave, fertility benefits, backup elder and childcare, pet insurance, PTO/holidays, and more for full‑time and part‑time employees.

Orlando Health Medical Group is a comprehensive physician group serving patients from across the southeastern United States. With more than 200 practices and 1,200 physicians, OHMG represents over 55 specialties, including cardiology, vascular medicine, orthopedics, oncology, digestive health, neurology, neurosurgery, bariatric surgery, general surgery, bone marrow transplant, critical care medicine, and more than 30 pediatric subspecialties, women’s health, primary care and the largest hospitalist program in Florida.

• Review patient experience metrics, including survey data and comments, to identify trends and implement strategic plans for improvement.
• Assist management in developing and updating reports to identify and track quality trends.
• Provide feedback and coaching to team members and leadership based on quality standards.
• Answer questions and assist team members with issues regarding core behavioral skills, Orlando Health policies, and procedures.
• Remain current and proficient in all operational procedures and best‑in‑class service skills to provide appropriate coaching based on quality assurance trends.
• Coordinate and assist initial and ongoing training, coaching, and development of new hires and current team members.
• Coordinate with Patient Access Center QA to ensure quality metrics are met for the medical practices.
• Identify medical practices to target areas of patient experience improvement.
• Review and maintain reports and databases to monitor patient experience tracks and trends.
• Own and structure accountability and key success metrics to track the impact of initiatives on desired outcomes.
• Support and reinforce communication protocols with patients and the practice to provide ongoing feedback regarding core skills, accuracy, and errors.
• Support and reinforce training with team members on the purpose of service excellence and how to ensure high reliability outcomes.
• Manage multiple continuous projects to support the implementation of process improvements, both intradepartmental and interdepartmental.
• Assist in expediting issue resolutions through resources and communication.
• Communicate effectively verbally and in writing with training and leadership.
• Participate in corporate downtime recovery and emergency intakes as assigned.
• Participate in all requirements of the Professional Development focusing on systems, workflows and overall experience.
• Maintain regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
• Maintain compliance with all Orlando Health policies and…