Patient Experience Specialist - Full Time, Days (Hollywood) - Los Angeles, CA

Position Summary

The Patient Experience Specialist is responsible for establishing, leading, coordinating and the oversight of the hospital's comprehensive program to continuously improve the experience of patients and to promote an organization wide approach to patient-centeredness and engagement. The PX Specialist serves as a change agent and works closely with hospital leaders in identifying priority areas, developing goals, planning improvement, and measuring effectiveness. Recognizes that the patient experience encompasses quality, safety and service encounters, and that sustained improvement requires an engaged workforce.

Required Qualifications

• 5 years of experience in Hospital, Health Plan or Physician Office/Group setting
• Strong written and verbal communication skills
• Strong planning, organizational, and change management skills.
• Computer literacy and proficiency with MS Office Products including Word, Excel and PowerPoint
• Demonstrated ability to influence, develop and lead employee at all levels
• Ability to maintain flexibility and work well in a fast paced, constantly changing environment
• Ability to establish and maintain effective working relationships across the organization

Preferred Qualifications

• Bachelor's Degree in healthcare, business or related field and/or combination of equivalent work/education experience
• One year previous experience in PX
• Previous Supervisory and/or Management experience
• Bilingual skills to communicate effectively with patients and families

Physical Requirements

These are requirements normally expected to perform regular job duties. Reasonable accommodations may be made in compliance with the Americans with Disabilities Act of 1990, and applicable, state and local law, to enable individuals with disabilities to perform the essential functions. Incumbent must be able to successfully perform all of the essential functions of the job with or without reasonable accommodation.

• Standing - Constantly
• Walking - Constantly
• Sitting - Constantly
• Reaching with Hands and Arms - Occasionally
• Climb or Balance - Occasionally
• Stooping, Kneeling, Crouching, or Crawling - Occasionally
• Talking - Constantly
• Hearing - Constantly
• Seeing - Constantly
• Performing repetitive motions with arms or hands - Frequently
• Lifting, carrying, pushing or pulling up to 10 lbs - Occasionally
• Lifting, carrying, pushing or pulling up to 25 lbs - Occasionally
• Lifting, carrying, pushing or pulling up to 50 lbs - Occasionally
• Lifting, carrying, pushing, or pulling greater than 50 lbs - None
• Driving - Frequently

Essential Job Functions / Major Areas of Responsibility

The essential functions below are not intended to be an exhaustive list of all duties that may be assigned to this position, nor does it restrict the duties which may be assigned to this position if such duties reasonably relate to the position.

• Develops and leads the execution of the hospital's patient experience strategy in cooperation with corporate and local delivery system senior leadership; works with hospital staff to achieve improved quality and patient satisfaction, cost efficiency in care delivery, highest volume of visits and admissions, competitive differentiation and best-in-class profitability. Serves as liaison with Corporate Chief Experience Officer (CXO) and ensures continuity and consistency of PX strategies throughout assigned hospitals.
• Serves as a subject matter expert on established and evolving best practices related to service and patient engagement and facilitates strategic planning and development of detailed work plans. Seeks greater understanding of key drivers contributing to patient satisfaction through the analysis of patient survey data, interpreting patient complaints, establishing patient advisory councils, where appropriate, participate in employee training, and working with leadership to identify and fix problems.
• Co-chairs Hospital's Patient Excellence Committee to develop and share creative, sound solutions to communicate patient experience issues including but not limited to: Best Practices, Communication Channels, Employee Engagement, Patient & Family Engagement, Service Excellence, Availability & Use of Technology, and other means to drive a positive healthcare experience.
• Continually anticipates the future of healthcare delivery and drives innovative change in the patient experience. Keeps management informed about trends, issues and best practices relating to patient experience technology.
• Collaborates with the Risk Management and Quality & Patient Safety Departments in the process of complaints and grievances to include tracking, trending and timely follow-up. Advocates on behalf of the patients and their families.

Pay Rate: Min - $70,304 l Max - $82,976

Job Listing ID: 1861772