Patient Experience Specialist

Bay Care is seeking a passionate and strategic Patient Experience Partner to support and elevate patient experience across several key facilities:
Winter Haven Hospital, Winter Haven Women’s Hospital, Bartow Regional Medical Center, and Bay Care Hospital Wesley Chapel. This role is ideal for a service excellence professional who thrives in collaborative environments and is driven to make a meaningful impact on patient and family experiences.

• Lead efforts to assess, measure, and communicate the customer experience across your assigned region
• Collaborate with local and system-level leadership to implement proven best practices and sustainable improvement strategies
• Facilitate patient experience meetings with site leaders to review performance metrics and develop targeted improvement tactics
• Act as a subject matter expert in service excellence, guiding leaders in interpreting and contextualizing survey data
• Partner with Quality and Performance Improvement teams to deploy unit‑based practices that ensure consistent, extraordinary experiences
• Build and maintain strong relationships across all levels of staff and leadership
• Provide coaching, mentoring, and support to identify opportunities and drive continuous improvement
• Contribute to the planning and development of processes that enhance the overall customer experience

• Works independently and takes initiative while also thriving in collaborative environments
• Has strong analytical and problem‑solving abilities
• Communicates effectively and builds trust across diverse teams
• Demonstrates expertise in service excellence and patient‑centered care
• Interprets survey data and translates insights into actionable strategies
• Brings a strong background in process improvement and change management
• Is passionate about improving healthcare experiences for patients and families

• Bachelor’s degree in Business, Healthcare, Nursing, or a related field
• 5 years of experience in project management or performance/process improvement in service excellence
• OR 5 years of RN bedside experience (if degree is in Nursing)

• CPXP (Certified Patient Experience Professional) certification
• Experience in a healthcare‑related industry
• Familiarity with CMS patient experience survey processes and methodologies

Location:

Winter Haven, FL

Status:
Fulltime

Exempt:
Yes

Shift

Hours:

Monday
- Friday 8:00 am - 5:00 pm

Weekend Work:
None

On Call:
No

How often will this team member be working remotely? Hybrid

Equal Opportunity Employer Veterans/Disabled