About the Company
AdventHealth is a faith-based, non-profit healthcare system headquartered in Altamonte Springs, Florida. With a network of hospitals, urgent care centers, and specialty clinics, AdventHealth is committed to extending the healing ministry of Christ by providing whole-person care—body, mind, and spirit—to communities across the nation. We are dedicated to delivering high-quality, compassionate care and continually improving patient experiences through innovative approaches and rigorous quality standards.
Job Description
We are seeking a detail-oriented and discreet Pharmacy Secret Shopper to assess the quality of service and operational compliance within our clinical pharmacy environments. This vital role involves acting as a regular patient, observing interactions, evaluating service standards, and accurately reporting findings to help us enhance patient care, ensure adherence to protocols, and maintain our commitment to excellence. Your unbiased observations will directly contribute to the continuous improvement of our pharmacy services.
Key Responsibilities
- Conduct unannounced visits to designated AdventHealth pharmacy locations, posing as a typical patient.
- Observe and evaluate various aspects of the patient experience, including staff friendliness, professionalism, efficiency, accuracy of information provided, and adherence to privacy standards.
- Assess the cleanliness, organization, and overall atmosphere of the pharmacy environment.
- Interact with pharmacy staff according to a pre-defined scenario, asking specific questions or requesting services.
- Accurately document observations, interactions, and experiences immediately after each visit using a provided reporting tool.
- Provide objective, detailed, and constructive feedback on all areas observed.
- Maintain strict confidentiality regarding all assignments and findings.
- Adhere to all ethical guidelines and instructions provided for secret shopper activities.
Required Skills
- Exceptional observational skills and attention to detail.
- Strong written communication skills for clear and concise reporting.
- Ability to maintain objectivity and impartiality during observations.
- Excellent memory retention for accurate recall of interactions.
- Discreet and professional demeanor.
- Reliable transportation and willingness to travel to various pharmacy locations within the Orlando area.
- Proficiency in using digital reporting tools or mobile applications.
Preferred Qualifications
- Previous experience in customer service evaluation or secret shopping.
- Familiarity with healthcare or pharmacy environments.
- Basic understanding of patient privacy (HIPAA) principles.
- Ability to adapt to different scenarios and interact naturally with staff.
Perks & Benefits
- Opportunity to contribute to improving patient care and safety.
- Flexible part-time schedule.
- Mileage reimbursement for travel.
- Direct impact on quality improvement initiatives within a leading healthcare system.
- Supportive team environment dedicated to excellence.
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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