Customer Experience Specialist

About BayCare Health System

BayCare Health System is among the largest employers in the Tampa Bay region, serving the community through 16 community-based hospitals, a long-term acute care facility, home health services, outpatient centers, and a large physician network. Supported by more than 30,000 team members, the organization is guided by a culture centered on trust, dignity, respect, responsibility, and clinical excellence.

Role Overview

The Customer Experience Specialist is responsible for helping assess, measure, and communicate customer experience results within an assigned region. The role works closely with local leaders and system-level customer experience leadership to identify effective practices and drive lasting improvements. It requires a strong focus on service excellence, collaboration across teams, and accountability for helping improve the experience for patients and families.

Key Duties

• Support the processes used to assess, track, and communicate customer experience performance in the assigned area.
• Partner with site leaders and system-level customer experience leadership to identify and apply best practices that produce sustained results.
• Work with local leaders to run patient experience meetings and review current performance along with targeted improvement actions.
• Act as a service excellence subject matter expert with direct responsibility for helping leaders strengthen customer experience.
• Build and maintain productive working relationships across all levels of staff and leadership.
• Collaborate with quality and performance improvement teams to implement unit-based practices and guiding principles that support an exceptional patient and family experience.
• Regularly meet with leaders to review customer experience outcomes and interpret survey data in context.
• Plan, develop, and organize activities and processes that help create an extraordinary customer experience.
• Offer guidance, support, and mentoring when identifying issues and recommending improvement opportunities.
• Work with leadership to sustain continuous improvement in customer experience.

Minimum Qualifications

Candidates must have either a bachelor’s degree in Business, Healthcare, or a related field plus 5 years of experience in project management or performance/process improvement within service excellence, or a bachelor’s degree in Nursing plus 5 years of RN bedside experience.

Preferred Qualifications

Certification as a Certified Patient Experience Professional (CPXP) is preferred. Experience in a healthcare-related environment and familiarity with CMS patient experience survey processes and methodology are also preferred.

Work Schedule and Location

This is a full-time exempt position based at St Josephs Main and Children's in Tampa, Florida. The schedule is 8:00 AM to 5:00 PM, with no weekend work and no on-call requirement. The role is hybrid, with some remote work expected.

Benefits and Total Rewards

BayCare offers a competitive rewards package that includes benefits, paid time off, tuition reimbursement, a 401(k) match with an additional yearly contribution, annual performance appraisals with merit increases, yearly team award bonuses, community discounts, and the opportunity to join a strong and supportive team.

BayCare Values

The organization expects a consistent commitment to its core values of trust, respect, and dignity in every interaction with patients, families, team members, and the wider community, with shared responsibility for delivering excellence in the communities served.

Equal Opportunity

BayCare is an equal opportunity employer and considers veterans and disabled individuals.