Job Description

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Job Summary:

Centinela Hospital Medical Center has been serving the communities of Inglewood and the wider Los Angeles area for nearly 100 years. The Patient Experience Manager and Coach will serve as a knowledge and process expert on patient experience improvement, providing training and coaching throughout the organization while analyzing patient experience data to identify areas for improvement.

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 participates in facility and facilities within region’s patient experience teams and improvement activities as assigned or approved by director.

• Supports other teams’ work in relation to patient experience outcomes, and supports integration of process improvements across system.

Qualifications:

Required:

• Experience consulting or coaching evidence-based best practiced in patient experience in a health care setting

• 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.

Preferred:

• Bachelor’s Degree in Business, Healthcare or a related field

Company:

Centinela Hospital Medical Center is a 369-bed acute-care hospital providing healthcare services. Founded in 1924, the company is headquartered in Inglewood, California, USA, with a team of 1001-5000 employees. The company is currently Late Stage.

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