Orlando Health · 12 hours ago
Patient Experience Quality Assurance Coach - OHMG Service Excellence
Orlando, FL
Full-time
Onsite
Entry, Mid Level
2+ years expOrlando Health is a comprehensive physician group serving patients across the southeastern United States. The Patient Experience Quality Assurance Coach is responsible for conducting coaching, maintaining quality standards, and collaborating with leadership to improve patient experience outcomes.
Health CareHospitalMedicalNon Profit
Responsibilities
Reviews patient experience metrics, composed of patient survey metrics and comments to identify trends and implement strategic plans for improvement
Assists management in the development and updating of reports to identify and track quality trends
Provides feedback/coaching to team members and leadership based on quality standards
Answers questions and assists team members with issues regarding core behavioral skills, Orlando Health policies, and procedures
Remains current and proficient in all operational procedures and best in class service skills to provide appropriate coaching based on quality assurance trends
Coordinates and assists initial and on-going training, coaching, and development of new hires and current team members
Coordinates with Patient Access Center Quality Assurance to ensure quality metrics are met for the medical practices
Identifies medical practices to identify areas of patient experience improvement
Reviews and maintains reports and databases to monitor patient experience tracks and trends
Owns and structures accountability and key success metrics to track the impact of the initiatives to the desired outcomes
Supports and reinforces communication protocols with patients and the practice to provide ongoing feedback regarding core skills, accuracy/errors
Supports and reinforces training with team members on the purpose of service excellence and how to ensure high reliability outcomes
Manages multiple continuous projects to support the implementation of process improvements, both intradepartmental and interdepartmental
Assists in expediting issue resolutions through resources and communication
Communicates effectively verbal and written with, training and leadership
Participates in corporate downtime recovery and emergency intakes as assigned
Participates in all requirements of the Professional Development focusing on systems, workflows and overall experience
Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLAs and other federal, state and local standards
Maintains compliance with all Orlando Health policies and procedures
Qualification
Required
Strong analytical skills identifying performance trends
Implementing strategic improvement plans
Providing effective written and verbal coaching and feedback to varying audiences
Team player committed to excellence with a positive attitude
Strong presentation skills
Effectively leads groups virtual and in person
Excellent customer service skills
Associate degree in Business Administration, Education, Health Services Administration or a related field required or High School Graduate with 2 years of equivalent or relevant experience in coaching, analytics and delivering feedback
Two (2) years of relevant experience with 1+ years in healthcare preferred
Strong customer service skills required
Preferred
Bachelor's Degree
Experience and knowledge of medical practice operations
Adult training or teaching experience
Demonstrates a personal commitment to promoting high performance
Possesses excellent communication and presentation skills
Demonstrates diplomacy and patience while interacting with colleagues
Holds strong analytical and problem-solving skills
Maintains a positive attitude and proactive approach
Thinks quickly and uses appropriate judgment
Experience with Microsoft products
Benefits
Health/Dental/Vision/Life Insurance
Student loan repayment
Tuition reimbursement
FREE college education programs
Retirement savings
Paid paternity leave
Fertility benefits
Back up elder and childcare
Pet insurance
PTO/Holidays
Company
Orlando Health
Orlando Health is one of Florida's most comprehensive private, not-for-profit healthcare networks.
10001+ employees
H1B Sponsorship
Orlando Health has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (12)
2024 (6)
2023 (2)
2022 (4)
2021 (3)
2020 (1)
Funding
Current Stage
Late StageLeadership Team
Mildred Beam
SVP, Chief Legal Strategist
Mark Jones
Executive Vice President
Recent News
Medical Xpress - latest medical and health news stories
2025-11-04
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