Experience Partner, Marketing Customer Experience

All the benefits and perks you need for you and your family :

Benefits from Day One

Paid Days Off from Day One

Career Development

Whole Person Wellbeing Resources

Mental Health Resources and Support

Our promise to you :

Joining AdventHealth is about being part of something bigger. Its about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Schedule : Full Time / Shift : Days

Location : 601 East Rollins Street Orlando, FL 32803

The community you'll be caring for : AdventHealth Orlando

Located on a lush tropical campus, our flagship hospital, 1,368-bed AdventHealth Orlando

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

The role you'll contribute :

The Experience Partner, Marketing Customer Experience is an integral part of a team responsible, accountable, and empowered to deliver a seamless, personalized, and exceptional experience by assisting consumers with visit flow processes for a variety of patient care departments. The goal of the Experience Partner is to enhance the patient experience by providing comfort rounds, keeping patients informed, and meeting patient's physical and emotional needs up to and through discharge. Additionally, the Experience Partner is responsible for exemplifying our Service Standards of Keep Me Safe, Love Me, make it Easy, and Own it for every person, every time.

The value you'll bring to the team :

Work to deliver a seamless experience and leads an exceptional consumer experience delivery by facilitating patient requests, owning subject matter expertise on the ED Journey Tracker technology, supporting the Care Team with non-clinical tasks, influencing a comfortable environment, and empowering patients to express needs in a safe way.

Deep understanding and proven track record of consumer experience delivery, by being attentive and responsive to our guests requests and creating an exceptional experience.

Shows compassion, informs, and sets expectation through the activation of AdventHealth Emergency Department signature experience.

Conflict competent, able to de-escalate consumers and families when service does not meet expectations.

Responsible for ensuring the needs of consumers are met by providing world-class service while remaining attentive and responsive.

Routinely performs Frequent Visits throughout the front and / or back of the Emergency Department to remain connected to our consumers, offering key services (comfort items, transport assistance, etc.) to facilitate a seamless and signature experience.

Captures and provides written reports on gaps in service.

Qualifications

The expertise and experiences you'll need to succeed :

Associate in Healthcare, Business, Hospitality, -OR- related field with 2 years of healthcare experience, hospitality, -OR- related field.

Proficient in technological device navigation (phone, tablet, etc.)

Knowledge and understanding of AdventHealth app offerings and ability to assist consumers with app navigation

Skilled in efficient communication and active listening

Familiar with healthcare system and processes

Highly relational and skilled in customer service techniques

High level of emotional and situational intelligence

Knowledge of medical terminology

Bilingual (Preferred)

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location.

Category : Patient Experience

Organization : AdventHealth Orlando

Schedule : Full-time

Shift : 1 - Day

Req ID : 25039140

We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability / handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment.