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. 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 / 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 guest’s 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.

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)