Regional Lead of Patient Experience
Full Time
Ontario, CA 91743
Posted
Job description
Overview:
We are an Equal Opportunity/Affirmative Action Employer and do not discriminate against applicants due to veteran status, disability, race, gender, gender identity, sexual orientation or other protected characteristics. If you need special accommodation for the application process, please contact Human Resources. EEO is the Law: https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf
Prime Healthcare offers competitive compensation and a comprehensive benefits package that provides employees the flexibility to tailor benefits according to their individual needs. Our Total Rewards package includes, but is not limited to, paid time off, a 401K retirement plan, medical, dental, and vision coverage, tuition reimbursement, and many more voluntary benefit options. Benefits may vary based on employment status, i.e. full-time, part-time, per diem or temporary. A reasonable compensation estimate for this role, which includes estimated wages, benefits, and other forms of compensation, is $66,393.60 to $99,590.40 on an annualized basis. The exact starting compensation to be offered will be determined at the time of selecting an applicant for hire, in which a wide range of factors will be considered, including but not limited to, skillset, years of applicable experience, education, credentials and licensure.
Prime Healthcare is an award-winning health system headquartered in Ontario, California. Prime Healthcare operates 45 hospitals and has more than 300 outpatient locations in 14 states providing more than 2.6 million patient visits annually. It is one of the nation’s leading health systems with nearly 50,000 employees and physicians. Fourteen of the Prime Healthcare hospitals are members of the Prime Healthcare Foundation, a 501(c)(3) not-for-profit public charity. Prime Healthcare is actively seeking new members to join our corporate team!
Responsibilities:
This position is responsible for the deployment of a comprehensive patient experience improvement plan across the continuum of care for the hospitals within the given region. This position serves as the subject matter expert for the hospitals they serve and will undertake special projects for the Corporate Office of the Patient Experience to accelerate improvement across the Prime family of hospitals nationwide. This position facilitates and participates in facility committees, councils, Corporate teams, and staff recognition programs. Plans and provides training, expert coaching, observation, knowledge assessment, skill validation, and trends data in patient experience improvement for all levels of the organization. This position coordinates the escalation of service recovery concerns to the appropriate leader for resolution.
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Qualifications:
Required qualifications:
- Bachelor’s Degree from an accredited school required, or equivalent years of experience required. Degree in Nursing, Statistics, Business or related field preferred.
- Experience consulting or coaching evidence-based best practiced in patient experience in a health care setting.
- Clear 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 to improve patient and exmployee experience required.
- Ability to manage multiple projects and meet multiple deadlines with excellent organizational and project management skills as well as a strong attention to detail.
- Must effectively manage time, and operate as a self-starter by being proactive and assertive.
- Experience developing and deploying statistical tools to measure and improve process and outcomes goals.
- Ability to travel to all entity locations throughout the geographic service area.
Preferred qualifications:
- Masters preferred.
- CPXP certification and/or experience applying Six Sigma, Lean or Value Stream Improvement methodology.
- Two years working in patient experience, performance improvement, risk management, patient relations, or service excellence department in an acute care hospital.
- Knowledge of CAHPS, reputation management, and other patient experience surveys in the public domain that impact public reporting and value-based reimbursement.
- Demonstrated experience implementing cultural change across a complex healthcare environment.
- Strong computer literacy and software experience – Word, PowerPoint, Excel, and Microsoft Teams.
We are an Equal Opportunity/Affirmative Action Employer and do not discriminate against applicants due to veteran status, disability, race, gender, gender identity, sexual orientation or other protected characteristics. If you need special accommodation for the application process, please contact Human Resources. EEO is the Law: https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf
Prime Healthcare offers competitive compensation and a comprehensive benefits package that provides employees the flexibility to tailor benefits according to their individual needs. Our Total Rewards package includes, but is not limited to, paid time off, a 401K retirement plan, medical, dental, and vision coverage, tuition reimbursement, and many more voluntary benefit options. Benefits may vary based on employment status, i.e. full-time, part-time, per diem or temporary. A reasonable compensation estimate for this role, which includes estimated wages, benefits, and other forms of compensation, is $66,393.60 to $99,590.40 on an annualized basis. The exact starting compensation to be offered will be determined at the time of selecting an applicant for hire, in which a wide range of factors will be considered, including but not limited to, skillset, years of applicable experience, education, credentials and licensure.
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