Consumer Experience Business Partner

GENERAL SUMMARY:
The Consumer Experience Business Partner is responsible for managing internal initiatives for an assigned business unit
which drives AdventHealth Medical Group WFL strategic goals and supports Adventist Health System's (AHS)
Consumer Experience strategy. The Consumer Experience Business Partner serves as a subject matter expert and works to
ensure their assigned business unit is delivering upon our AHS Brand Promise and Service Standards. The Business
Partner works in collaboration with their assigned Business Unit Leaders, Operational Partners, Integrated Health Services
Leadership, and Adventist Health System. The Consumer Experience Business Partner provides consultation support and
partners with operations to develop tactics that align and support the Consumer Experience strategy. This includes data
analysis, action planning, process and communication consultation, and education to drive key performance metrics
identified by Senior Leadership. Actively participates in outstanding customer service and accepts responsibility in
maintaining relationships that are equally respectful to all.

PRINCIPAL DUTIES AND JOB RESPONSIBILITIES:

• Demonstrates, through behavior, AdventHealth core values of Quality and Service Excellence, Community Wellbeing,
  High Ethical Standards, Stewardship and Inclusiveness.
• Serves as the lead for communicating and educating on Consumer Experience trends, results, and evidenced-based best
  practices for assigned business unit.
• Coaches assigned business unit leaders to deliver on the AHS brand promise & Service Standards through execution of
  all service initiatives and programs, education, action planning, communication, and employee engagement.
• Provides tactical guidance to operational leaders to improve Consumer Experience performance with an intent focus on
  low-performing metrics.
• Rounds regularly on assigned business unit facilities to provide support, collect feedback from consumers, conduct
  observations/assessments; rounds upon request by leadership.
• Partners with assigned business unit leaders on the Service Recovery process and performance-based recognition.
• Serves as the Voice of the Consumer (VOC) for operational initiatives that impact the consumer experience to drive a
  culture of navigation support across the ecosystem including, but not limited to, frictionless transactions, access, price
  transparency, and online reviews.
• Responsible for managing consumer experience survey tools and related online star rating sites for assigned business
  unit, including account updates and reporting.
• Supports assigned business unit in executing the IHS Performance Platform as it relates to Consumer Experience
  performance.

The above statements reflect the general duties and responsibilities necessary to describe the principal functions of the
job, as identified, and shall not be considered an exhaustive list of job responsibilities which may be inherent in the job.
Responsibilities are subject to change.

Qualifications
KNOWLEDGE AND EXPERIENCE STRONGLY PREFERRED:

• Ability to build and maintains strong rapport with assigned business unit leadership and all key stakeholders
• Strong organizational skills, self-directed, with ability to manage multiple priorities/projects
• Highly skilled public speaker with ability to effectively communicate and influence via oral and/or written formats to
  small and large groups of leaders, physicians and frontline staff
• Excellent interpersonal skills with the ability to lead, facilitate, consult, research and educate
• Problem solving and listening skills with the ability to coach, mentor and motivate
• Ability to be a change agent who positively influences others to gain acceptance and support for consumer-oriented
  solutions
• Highly skilled in working with data and technology
• Proficiency in Microsoft Office Suite

KNOWLEDGE AND EXPERIENCE PREFERRED:

• Knowledge of clinical operations; safety, regulations, processes, finance
• Ability to teach, translate, and interpret patient satisfaction analytics by generating reports and dashboards

EDUCATION AND EXPERIENCE REQUIRED:

• Bachelor's Degree in Healthcare, Business Administration, Communications, Psychology, or related field
• Three years of experience in Healthcare
• Two years of experience in Consumer/Patient Experience, Learning & Organizational Development,
  Operations, or Project Management

EDUCATION AND EXPERIENCE PREFERRED:

• Master's Degree in Healthcare, Business Administration, Communications, Psychology or related field
• Two years of experience in outpatient settings such as physician practices, retail clinics and outpatient services

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