Patient Experience Strategy Lead

Southern California Hospitals; Los Angeles (CA); On-site; USD 70,000 - 83,000; Full time

Job summary

Southern California Hospitals seeks a Patient Experience Specialist to lead the hospital's patient experience strategy and engage leadership in improving quality and patient satisfaction.

The role requires driving service excellence, analyzing patient feedback, and coordinating cross-functional teams to deliver coordinated care and a better patient journey. Strong change-management and interpersonal skills are essential.

Qualifications

• Five years of experience in hospital, health plan or physician office/group settings.
• Strong written and verbal communication skills.
• Ability to plan, organize, and manage change.
• Proficiency with MS Office (Word, Excel and PowerPoint).
• Demonstrated ability to influence, develop and lead employees 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 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; analyzes patient survey data, interprets patient complaints, establishes patient advisory councils, and collaborates with leadership to identify and fix problems.
• Co-chairs Hospital's Patient Excellence Committee to develop and share best practices related to patient experience, communication channels, employee engagement, and patient & family engagement.
• Continually anticipates the future of healthcare delivery and drives innovative change in the patient experience; keeps management informed about trends and best practices relating to patient experience technology.
• Collaborates with Risk Management and Quality & Patient Safety in handling complaints and grievances, tracking and timely follow-up; advocates on behalf of patients and families.

Skills

Experience in healthcare

MS Office proficiency

Communication skills

Change management

Leadership ability

Relationship building

Education

Bachelor's Degree in healthcare, business or related field

Job description

Southern California Hospitals seeks a Patient Experience Specialist to lead the hospital's patient experience strategy and engage leadership in improving quality and patient satisfaction.

The role requires driving service excellence, analyzing patient feedback, and coordinating cross-functional teams to deliver coordinated care and a better patient journey. Strong change-management and interpersonal skills are essential.