Customer Experience Specialist

About the Organization

BayCare Health System is among the largest employers in the Tampa Bay region. Its care network includes 16 community hospitals, a long-term acute care facility, home health services, outpatient centers, and a large physician base supported by more than 30,000 team members. The organization is guided by a people-first approach centered on trust, dignity, respect, responsibility, and clinical excellence.

Role Overview

The Customer Experience Specialist plays a key role in evaluating, tracking, and communicating customer experience results across an assigned region. This position works closely with local leaders and system-level customer experience leadership to identify effective practices and turn them into lasting improvements. The role requires strong collaboration across sites, with a focus on helping teams deliver consistently strong experiences for patients and families.

Key Duties

In this position, you will serve as a service excellence resource and partner directly with leadership to strengthen customer experience outcomes. You will help facilitate patient experience meetings, review performance trends, interpret survey data, and recommend practical improvement actions. The role also involves supporting quality and performance improvement efforts, building strong working relationships across all levels of staff, and contributing to the planning and organization of processes that support an exceptional customer experience.

Requirements

The preferred background for this role is a bachelor's degree in Business, Healthcare, or a related discipline with 5 years of experience in project management or in performance/process improvement related to service excellence. An alternative qualification is a bachelor's degree in Nursing plus 5 years of RN bedside experience. Experience in a healthcare setting is preferred, along with familiarity with CMS patient experience survey processes and methodology. CPXP certification is also preferred.

Schedule and Work Conditions

This is a full-time exempt position based at St Josephs Main and Children's. The standard shift is 8:00 AM to 5:00 PM. Weekend work is not required, on-call duty is not expected, and the role follows a hybrid work arrangement.

Benefits

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

Values and Equal Opportunity

Applicants are expected to reflect BayCare's values by consistently demonstrating trust, respect, and dignity in every interaction with patients, families, team members, and the wider community. The organization is committed to shared responsibility in delivering excellence. BayCare is an equal opportunity employer and welcomes veterans and individuals with disabilities.