Regional Director, Patient Experience and Collaborative Solutions

Position Summary

Regional Director, Patient Experience And Collaborative Solutions

Location: Orlando, FL + Travel to Baptist Health & Bayfront Health

Reports To: Sr. Director, Practice and Patient Care Improvement

Job Summary

Orlando Health is seeking a passionate and strategic leader to serve as the Regional Director of Patient Experience and Collaborative Solutions. In this role, you will guide and support hospitals and clinics in delivering exceptional patient care. You’ll analyze patient experience data, identify opportunities for improvement, and collaborate with teams to implement impactful solutions across multiple healthcare sites.

Key Responsibilities

• Partner with hospital leadership and frontline teams to enhance patient care and service delivery.
• Coach providers and staff on best practices for improving patient experience.
• Analyze and interpret patient feedback and quality data to identify trends and opportunities.
• Recommend and implement strategies to improve care delivery.
• Present findings and progress to senior leadership and stakeholders.
• Lead collaborative initiatives and support culture development through change management.
• Represent Orlando Health, Baptist Health, and Bayfront Health in the community.
• Travel regularly between sites to maintain strong relationships and support implementation.
  
  

Essential Functions

• Works with system and site level Administrative Teams to collaboratively develop, guide, and support strategies related to improvement in care delivery and patient encounters spanning across multiple services in the system.
• Partners with leadership and frontline teams to improve understanding of the principles of care delivery and patient experience in relation to their daily work.
• Coaches leadership, providers, and team members on methods to achieve patient experience goals.
• Develops and presents patient experience analysis and metrics to leadership and their individual units.
• Interprets data into meaningful information for leadership. Conducts correlation studies for patient experience data and other quality data in the organization.
• Effectively interprets patient experience data to identify trends and key drivers; recommends changes and follows up on deployment.
• Takes best practices from diverse industries and implements in line with the culture and values of this organization.
• Ability to deliver and communicate the organization’s message around service excellence.
• Uses the principles of change management to support culture development and sustained outcomes.
• Ability to affect change working closely with departments throughout the organization, including Quality, Providers, Nursing, Allied Services, Support Services, and Administration.
• Leads presentations to Senior Leaders, System/Site Leaders, and frontline team members related to patient outcomes.
• Creates relevant outcome measures, evaluate outcomes of assigned initiatives or interventions and communicate results, in collaboration with department Managers and/or executive leadership.
• Builds strong relationships to work and share partnership with leaders in a collaborative system.
• Builds and maintains effective working relationships with patients, physicians, employees, and visitors in a friendly and cordial manner, in person or on the telephone, thus promoting a positive service image for Orlando Health, Baptist Health, and Bayfront Health.
• Cascades system-wide customer experience messages, training, and initiatives.
• Leads collaborative teams through influence to support a continued state of improvement.
• Engages and rounds with onsite team to demonstrate leadership with our key behaviors.
• Supports the development of the Customer Experience portion of the Quarterly Operations Reviews.
• Demonstrates basic knowledge of statistics and statistical reporting methods, including third-party customer satisfaction surveys.
• Possesses excellent interpersonal skills and ability to work in a team environment.
• Respects the rights and privacy of others and holds staff member information in strict confidence.
• Enhances professional growth by participating in educational programs, current literature, and/or workshops.
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA, and other federal, state, and local standards.
• Maintains compliance with all Orlando Health policies and procedures.
  
  

Qualifications

• Bachelor’s degree in a related field (required).
• Minimum 2 years of experience in patient experience or related healthcare role.
• Minimum 2 years of management or project leadership experience.
• Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint).
• Strong analytical, communication, and interpersonal skills.
  
  

Why Orlando Health?

What Makes Us Different

• Inclusive Culture: We honor individuality and embrace diverse perspectives to better serve our patients and each other.
• Commitment to Excellence: Our team lives out our mission daily — to improve the health and quality of life of the individuals and communities we serve.
• Supportive Environment: From pet therapy and food trucks to enhanced respite rooms and team member pantries, we prioritize your well-being.
• Career Growth: With continuing education scholarships and leadership development programs, we invest in your future.
• Community Impact: Be part of a system that’s deeply rooted in the community and focused on delivering high-quality, compassionate care.
  
  

Whether you're just starting your career or looking to grow in a leadership role, Orlando Health is committed to being your best place to work.