PATIENT EXPERIENCE AND ENGAGEMENT SPECIALIST in Tampa, Florida at H. Lee Moffitt Cancer Center

Patient Experience and Engagement Specialist

Position Highlights:

The Patient Experience Performance & Engagement Specialist leads and coordinates enterprise patient experience programs and initiatives across all Moffitt locations. The Specialist is responsible for developing, implementing, and sustaining the structures that support service excellence, patient-centered practices, and organizational engagement.

The Specialist leads and coordinates the enterprise Leadership Rounding Program, including logistics, leader preparation, scheduling, communication, and the processes that ensure consistent execution across campuses. The role identifies recurring themes and operational barriers surfaced through rounding, coordinates escalation to appropriate leaders, and supports action planning and follow-through to ensure timely resolution.

The Specialist also leads and coordinates the Patient Wait Time Communication Initiative, ensuring expectations are implemented, reinforced, and sustained. This includes developing communication tools, educating teams, and partnering with leaders to embed wait time communication into daily practice.

The Specialist is responsible for creating and maintaining a centralized hub for patient experience improvement initiatives across all Moffitt campuses. This hub serves as the unified, accessible resource for programs, workflows, SOPs, tools, and communication standards, supporting systemwide alignment and standardization.

The role further coordinates and facilitates task forces and targeted workgroups to address priority patient experience issues, helping define scope, track deliverables, and move groups toward meaningful, sustainable outcomes.

Through strong relationship-building, effective communication, and organized execution, the Patient Experience Performance & Engagement Specialist helps ensure that patient-centered practices and consistent experience standards are embedded throughout the organization.

Responsibilities:

• Lead, coordinate and manage the enterprise-wide Patient Experience Leadership Rounding Program, including coordination, communication, leadership readiness, and follow-up workflows across all Moffitt locations.
• Serve as a representative of the Sr. Director of Patient Experience in meetings, committees, and cross-department workgroups to ensure alignment and consistent communication.
• Escalate patient experience concerns to appropriate leaders and identify, analyze, and synthesize recurring themes, risks, and operational barriers surfaced through rounding and other patient experience feedback sources.
• Lead task forces and targeted workgroups to address high-priority patient experience issues (wait times, communication expectations, service recovery, etc.)
• Support development and sustainment of patient experience SOPs, workflows, communication standards, transparency, TOC and engagement structures and policies.
• Facilitate operational follow-through on patient experience issues, helping leaders assign owners, set timelines, and resolve issues.
• Build strong relationships with clinical and operational partners across all Moffitt sites to support consistent PX practices.
• Prepare materials, scripts, and presentations for leadership updates, departmental meetings, board meetings and organizational committees.
• Support culture-building efforts related to service excellence, communication, and patient-centered care with all members of the leadership teams. Monitor progress of initiatives and support leaders in embedding patient-centered behaviors and service excellence practices into daily operations.
• Create and manage a centralized Patient Experience Improvement Hub serving as the systemwide resource for programs, standards, tools, and best practices
• Perform essential functions with minimal supervision while managing multiple concurrent initiatives across multiple locations.

Credentials and Education:

• Masters Degree in Healthcare Administration, Business Administration, Organizational Leadership, or a related health-or management focused field
• Minimum of one year experience progressive patient-centered healthcare experience in operations, patient experience, quality, or ambulatory/inpatient workflows is required.
• Minimum of one year experience leading or facilitating projects, programs, or cross-functional initiatives in a healthcare setting is required.
• Experience implementing process standards, communication workflows, or patient experience initiatives is preferred.