Customer Experience Specialist - 118638

Customer Experience Specialist

BayCare is seeking a passionate and strategic Customer Experience Partner to support and elevate patient experience across several key facilities: Morton Plant Hospital, Mease Countryside Hospital, Mease Dunedin Hospital, and Morton Plant NorthBay Hospital. 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.

What You'll Do

• 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

The Ideal Candidate

• 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

Qualifications:

• Bachelor's degree in Business, Healthcare, Nursing, or a related field
• AND 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)

Preferred Skills:

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

Location: Clearwater, 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