Patient Experience Manager and Coach

Harlingen Medical Center; Harlingen (TX); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Paid vacation and holidays

FMLA and other leave options

Employer 401K options

Tuition reimbursement

Life and disability insurance

Job summary

Prime Healthcare is seeking a Patient Experience Improvement Consultant for Harlingen Medical Center in Harlingen, TX. You will act as a subject-matter expert on patient experience, drive improvement initiatives, and train staff across facilities.

The role requires strong communication, project management and data analysis skills, with travel to multiple locations as needed. The position emphasizes collaboration with leadership to sustain system-wide performance goals.

Qualifications

• Experience consulting or coaching evidence-based best practiced in patient experience in a health care setting.
• Bachelor’s Degree in Business, Healthcare or a related field, preferred.
• Must have excellent communication and presentation skills – written and oral
• Excellent interpersonal skills, with the ability to interact effectively with a wide variety of stakeholders to creatively solve problems, guide, and influence people.
• Must effectively manage time, and operate as a self-starter by being proactive and assertive.
• Ability to manage multiple projects and meet multiple deadlines with excellent organizational and project management skills as well as a strong attention to detail.
• Requires knowledge of CAHPS, Reputation Management, and other such patient experience surveys in the public domain that impact public reporting and value-based reimbursement.
• Strong computer literacy and software experience – Word, PowerPoint, Excel, Adobe Acrobat.
• Ability to travel to all entity locations throughout the geographic service area.

Responsibilities

• Serves as knowledge, quality and process expert on patient experience improvement. Acts as point of contact for facilities and responds to patient experience inquiries related to measures, analysis, support and interventions.
• Plans and provides training, expert coaching and observation, knowledge assessment, and skill validation in patient experience improvement for all levels of the organization.
• Communicates all requirements and commitments for each project. Prepares and presents both oral and written reports and presentations on the progress of the facilities in meeting their patient experience goals.
• Aids in monitoring, reporting and analyzing patient experience data in order to identify priorities and opportunities for improvement, and reporting on findings to key stakeholders.
• Serves as a change agent on patient experience. Partners with directors and other manager/coaches to establish and sustain patient experience strategic plan.
• Adopts a proactive approach to identify risk to plan success.
• Develops and organizes tools, processes and procedures that can be utilized across the system to ensure positive patient experiences.
• In collaboration with Regional Director, interfaces with key leadership constituencies to help drive system performance.
• Applies evidence-based knowledge of performance improvement, survey instruments and methodology to work.
• Leads, facilitates, or participants in facility and facilities within region's patient experience teams and improvement activities as assigned or approved by director.

Skills

Communication

Presentation

Interpersonal skills

Time management

Project management

Travel ability

Self-starter

Stakeholder management

Word

PowerPoint

Excel

Adobe Acrobat

Education

Bachelor’s Degree in Business, Healthcare or related field

Tools

Word

PowerPoint

Excel

Adobe Acrobat

Job description

Overview

Shifts Available: Days

Employment Type: Full-time

Hours: 8-hour shifts

Location: Harlingen Medical Center – Harlingen, TX

Responsibilities

• Serves as knowledge, quality and process expert on patient experience improvement. Acts as point of contact for facilities and responds to patient experience inquiries related to measures, analysis, support and interventions.
• Plans and provides training, expert coaching and observation, knowledge assessment, and skill validation in patient experience improvement for all levels of the organization.
• Communicates all requirements and commitments for each project. Prepares and presents both oral and written reports and presentations on the progress of the facilities in meeting their patient experience goals.
• Aids in monitoring, reporting and analyzing patient experience data in order to identify priorities and opportunities for improvement, and reporting on findings to key stakeholders.
• Serves as a change agent on patient experience. Partners with directors and other manager/coaches to establish and sustain patient experience strategic plan.
• Adopts a proactive approach to identify risk to plan success.
• Develops and organizes tools, processes and procedures that can be utilized across the system to ensure positive patient experiences.
• In collaboration with Regional Director, interfaces with key leadership constituencies to help drive system performance.
• Applies evidence-based knowledge of performance improvement, survey instruments and methodology to work.
• Leads, facilitates, or participants in facility and facilities within region's patient experience teams and improvement activities as assigned or approved by director.

Qualifications

• Experience consulting or coaching evidence-based best practiced in patient experience in a health care setting
• Bachelor’s Degree in Business, Healthcare or a related field, preferred.
• Must have excellent communication and presentation skills – written and oral
• Excellent interpersonal skills, with the ability to interact effectively with a wide variety of stakeholders to creatively solve problems, guide, and influence people.
• Must effectively manage time, and operate as a self-starter by being proactive and assertive.
• Ability to manage multiple projects and meet multiple deadlines with excellent organizational and project management skills as well as a strong attention to detail.
• Requires knowledge of CAHPS, Reputation Management, and other such patient experience surveys in the public domain that impact public reporting and value-based reimbursement.
• Strong computer literacy and software experience – Word, PowerPoint, Excel, Adobe Acrobat.
• Ability to travel to all entity locations throughout the geographic service area.

Pay Transparency

Here are some of the benefits of working at Prime Healthcare:

• Health, dental, and vision insurance options
• Paid vacation, sick time and holidays
• Bereavement leave, FMLA and other leave options
• Employer 401K options
• Tuition reimbursement options
• Life, disability, and other insurance options
• Many other amazing benefits

Full benefits at Prime Healthcare: https://www.primehealthcare.com/careers/benefits/

Employment Status

Full Time

Shift

Days

Equal Employment Opportunity

Company is an equal employment opportunity employer.

Company prohibits discrimination against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (subject to applicable law), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws. The Company also prohibits harassment of applicants or employees based on any of these protected categories. Know Your Rights: https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf