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Culture/Experience Facilitator (Full Time, Day Shift)

PATIENT & GUEST SERVICES Florida-Miami-Nicklaus Children's Hospital - Main Hospital Campus Miami, Florida Requisition ID 24522


Job Summary

In collaboration with the Patient & Guest Relations department, expands and develops the service excellence program at the hospital to support strategic initiatives and drive customer satisfaction. Works collaboratively with all departments within the system to develop and sustain a culture of customer experience. Responsible for coordinating, implementing, and conducting system-wide comprehensive training.


Minimum Job Requirements

  •  Bachelor's Degree in Education, Business, Health Services Administration or Communication preferred
  • Active and valid State of Florida driver’s license with an approved driving record pursuant to our policy and maintained throughout employment
  •  1-3 years of experience in employee engagement, training and development, human resources, or patient experience fields
  •  3-5 years of customer service experience
  •  Intermediate proficiency in Microsoft Office Solutions

Knowledge, Skills, and Abilities

  •  Experience with managing training site logistics preferred
  •  Experience as an instructor or trainer in the adult learning arena preferred
  •  Excellent customer service skills
  •  Ability to communicate effectively both verbally and in writing
  •  Ability to appropriately interact with patients, caregivers, physicians and multidisciplinary co-workers in all work related solutions
  •  Ability to work independently
  •  Ability to multi-task
  •  Strong interpersonal skills
  •  Ability to conduct research and organize information
  •  Able to translate data findings into demonstrable actions that will drive process improvement

Job Specific Duties

  •  Ensures multi-generational staff is trained through orientation & in-service sessions sustaining high levels of basic professional behaviors in order to achieve higher customer satisfaction results.
  •  Conducts observations in clinical and non-clinical areas throughout the system to better identify and understand gaps in order to develop customized plans for service enhancement training.
  •  In collaboration with Patient & Guest Relations department, reviews and analyzes Service Excellence Index action plans and crafts sustainability for plans based on specific department needs.
  •  In collaboration with Patient & Guest Relations department, expands and develops the service excellence program at the hospital to support strategic initiatives and drive customer satisfaction.
  •  Utilizes the customer satisfaction data to work with appropriate leadership and staff to facilitate problem solving, interpretation of data, improvement of care, and increased communication.
  •  Develops and encourages the sharing of customer service "best practices" between departments, off-site campuses, physician practices and all throughout the organization. 
  •  In collaboration with Patient & Guest Relations department, creates and deploys standardized and detailed communication plans and scripts for staff and leaders to interact with families (Greet).
  •  Facilitates workshops, training, and in-service sessions to train, orient, and sustain experience levels.
  •  Assists leader with special projects and performs research to support training projects.

Job :


Primary Location :

Florida-Miami-Nicklaus Children's Hospital - Main Hospital Campus

Department :


Job Status

:Full Time

Joining a new organization can be daunting or overwhelming. But at Nicklaus, your colleagues make you feel welcomed. They taught me to celebrate our accomplishments and band together during challenging times. This is not easy to find in healthcare these days, so I’m grateful to have found an amazing place to work with people and leadership who have my well-being in mind.

Lova Renee Brunson Manager Accreditation & Regulatory

Collaboration leads to success.

Alone we can do so little; together we can do so much. Working together, we find solutions and methods we would never find alone, and at Nicklaus Children’s, we have fun doing it.

Responsibility drives us.

We all take responsibility here – for the children, their families, our work and each other. We meet our responsibilities head on and motivate each other to succeed.

Empower yourself, help others.

Nicklaus Children’s encourages team members to believe in their ability to affect positive change in the world through everything they do with us.

Advocate for the right way.

Advocate for children. Advocate for families. Advocate for yourself. But most of all, advocate for getting the job done right and you will find nothing but success and support in your career here.

Transformation is growth.

At Nicklaus Children’s, change is not to be feared. When you work here, you are always working with the most advanced tools and procedures available.

Empathy is everything.

We expect our team members to have empathy for the patients and families they treat, and in turn, we have empathy for them. We take care of everyone in the Nicklaus Children’s family with competitive benefits and our supportive culture.

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  • training top 125 2019 winner
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  • accredited practice transition program with distinction american nurses credentialing center
  • Leapfrog award

As champions for children, Nicklaus Children’s is committed to putting the health and safety of our patients, families, medical staff and employees first. With the increasing number of adults and children in our community experiencing illness from the coronavirus and its variants, our course of action is clear. Vaccination offers proven protection against severe COVID-19-related illness. All members of our team are required to be fully vaccinated against COVID-19. Accommodations are being made for those who have a medical reason where they cannot receive the vaccine or have a strongly held religious basis for not obtaining it.

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