About the Company
AdventHealth is a faith-based, non-profit healthcare system headquartered in Altamonte Springs, Florida. With a legacy of over 150 years, we are dedicated to extending the healing ministry of Christ, providing whole-person care—body, mind, and spirit—to communities across the nation. In Florida, AdventHealth operates numerous hospitals, urgent care centers, and physician practices, committing to clinical excellence, compassionate service, and innovative treatments. We believe in creating a supportive and patient-centered environment where every individual feels valued and respected.
Job Description
Are you passionate about patient advocacy and ensuring exceptional healthcare experiences? AdventHealth is seeking a dedicated Healthcare Facility Secret Shopper to evaluate and enhance patient satisfaction across our network in the New Port Richey area. This unique role involves covertly observing and assessing various aspects of our facilities’ operations, from the initial patient encounter to discharge processes. You will play a critical role in providing invaluable feedback that directly influences service improvement initiatives, ensuring our commitment to compassionate and high-quality care is consistently met. This position requires meticulous attention to detail, excellent recall, and the ability to articulate observations clearly and objectively.
Key Responsibilities
- Visit assigned AdventHealth facilities (hospitals, urgent care centers, physician offices) as a standard patient or visitor, without revealing your identity.
- Systematically observe and document various touchpoints of the patient journey, including check-in procedures, staff interactions, facility cleanliness, wait times, communication effectiveness, and overall atmosphere.
- Evaluate staff adherence to customer service protocols, patient privacy guidelines, and other operational standards.
- Provide detailed, objective, and constructive written reports of observations and experiences within a specified timeframe.
- Participate in debriefing sessions with management to discuss findings and contribute to actionable improvement plans.
- Maintain strict confidentiality regarding all observations, assignments, and AdventHealth proprietary information.
- Identify areas of excellence and opportunities for enhancement in patient care and service delivery.
Required Skills
- Exceptional observational and analytical skills
- Strong written and verbal communication abilities
- High level of integrity and discretion
- Proficiency in using basic computer software for reporting (e.g., Microsoft Word, Google Docs)
- Ability to work independently and manage time effectively
- Keen attention to detail and ability to recall specific events accurately
- Empathy and a patient-centered mindset
Preferred Qualifications
- Previous experience in customer service, hospitality, or mystery shopping roles
- Familiarity with healthcare environments or terminology
- A genuine interest in improving patient care and experiences
- Ability to adapt to different scenarios and interact with diverse populations
Perks & Benefits
- Comprehensive medical, dental, and vision insurance
- Paid time off (PTO) and holidays
- 401(k) retirement plan with company match
- Tuition reimbursement programs
- Employee assistance program (EAP)
- Wellness programs and resources
- Opportunities for professional development and career growth within a leading healthcare system
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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