Hospital Patient Experience Leader

Southern California Hospitals; Culver City (CA); On-site; USD 70,000 - 85,000; Full time

Job summary

Southern California Hospitals is seeking a Patient Experience Specialist to lead and coordinate the hospital’s program to improve patient experience and engagement. You will partner with leaders to identify priority areas, set goals, plan improvements, and measure impact, ensuring patient-centered care across the organization.

The role requires strong communication, planning, and change-management skills, with experience in healthcare settings and proficiency in MS Office.

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.

Responsibilities

• 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.
• Se rves 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.

Skills

Written and verbal communication

Planning and organizational

Change management

MS Office proficiency (Word, Excel, PP

Influence and leadership

Adaptability in fast-paced environment

Cross-organizational collaboration

Education

Bachelor's Degree in healthcare or related field

Tools

MS Office

Job description

Southern California Hospitals is seeking a Patient Experience Specialist to lead and coordinate the hospital’s program to improve patient experience and engagement. You will partner with leaders to identify priority areas, set goals, plan improvements, and measure impact, ensuring patient-centered care across the organization.

The role requires strong communication, planning, and change-management skills, with experience in healthcare settings and proficiency in MS Office.