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

• Benefits from Day One
• Paid Days Off from Day One
• Whole Person Wellbeing Resources
• Career Development

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s 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

Location: 410 South 11th St, Lake Wales, FL 33853

The community you’ll be caring for: AdventHealth Lake Wales

• AdventHealth Lake Wales is a licensed 160-bed hospital, with 24-hour emergency care and outpatient services including imaging, rehab, lab and wound care, that has been serving the community and surrounding areas.
• As a part of the AdventHealth network patients will have greater access to a wide range of innovative therapies, new research, leading-edge technology and an extensive team of medical specialists.
• Lake Wales is located in Central Florida in between Orlando and Tampa and is home to the Historic Bok Tower Gardens and Bird Sanctuary.

The role you’ll contribute:

The Sr. Manager of Clinical Experience (SMCE) is a solutions-focused leader who is wholly responsible for the driving the execution and sustainability of patient experience initiatives and programs tailored to the needs of the campus’ strategic business units. This role will be responsible for empowering teams to elevate patient experience to top quartile performance. The Sr. Manager collaborates with the Clinical Experience Director on a regular basis for clear direction and insight on the organizational imperatives for patient experience. The SMCE will own strategy implementation at the campus level. The Sr. Manager uses knowledge, experience and expertise in hospital operations, patient safety, quality and patient and family centered care, Press-Ganey/CMS CAHPS, and evidence-based best practices to collaboratively consult and support clinical and non-clinical leaders in the planning, development, implementation, and evaluation of a comprehensive patient and family experience strategy for their campus/scope of responsibility. Additionally, the Sr. Manager designs and leads strategies to improve physician communication patient satisfaction results, which includes interactive workshops, individual coaching, and in-depth analysis of patient satisfaction results. The Sr. Manager of Clinical Experience is directly responsible for clinical experience outcome metric monitoring, analysis, communication, sustainment planning, and corrective action in collaboration with campus leadership and multi-campus Director of Clinical Experience. The SMCE can demonstrate critical thinking skills, creativity, and has the knowledge and experience to manage resources to achieve quality performance, positive employee relations, and compliance with hospital guidelines. The SMCE is a skilled coach, motivator, mentor, and leader for professional and technical teams in the delivery of services for our patient population. This leader will collaborate with and support the Regional Executive Director and multi-campus Director of Clinical Experience in on-going operational planning, communication, educational and process development and deployments and regional training experiences. Actively participates in outstanding customer service and accepts responsibility in maintaining relationships that are equally respectful to all.

The value you’ll bring to the team:

• Directly responsible for driving the execution and sustainment of initiatives and practices across the campus that produce publicly reportable HCAHPS and other patient experience performance which impact performance incentives.
• Matrix reporting responsibility to campus’ executive leaders, most directly assisting the Director(s) of nursing while also maintaining an integral alignment with the regional multi-campus Director of Clinical Experience and a collaborative role with the regional CE team in the development and deployment of regional change initiatives and best practices while leading and aligning this work at their campuses to drive results for organizational CE imperatives.
• Develops and maintains strong collegial partnerships with Nurse Managers of every nursing unit and leaders of ancillary departments at the campuses to understand unit dynamics (leaders, team, culture, case mix) to influence, coach and support the clinical team through implementation of patient experience best practice and validation processes in collaboration with multi-campus Director of Clinical Excellence and campus leadership.
• Leads in process improvement observations, assessments, validations and accountability reviews (including but not limited to Performance Review Committee meetings) and designs tailored improvement models for patient experience practice and AdventHealth service standards, which may encompass an entire campus, or targeted departments.
• Consults with executive and department leaders on metric results and best practice strategies for improving the experience of patients and families
• Develops and mentors clinical and non-clinical team members and leaders to perform at an optimal level, effectively result in excellent patient experience and quality performance outcomes. Assists executive leaders and Director(s) of Nursing in accountability coaching to nurse managers and ancillary leaders
• Manages patient experience physician strategies through collaborative and collegial relationships with nursing leaders, physician leaders and consultants to drive top quartile performance in patient experience (Press-Ganey/CMS CAHPS).
• Oversees an innovative course curriculum and project managers and clinicians that shadow, coach, and educate physicians on patient and family interactions and communication.