HOAG PATIENT EXPERIENCE SPECIALIST SR - HOAG EXPERIENCE

Salary Range: $41.2200 - $63.3700 /hour. Actual compensation may vary based on geographic location, work experience, skill level, and education.

**This role will be primarily supporting our Hoag Medical Group and working with leaders, Physicians and operations.**

Job Summary

The Hoag Experience Sr. Specialist plays a critical role in developing strategic programming and improvement efforts, ensuring positive caring experiences for our patients, families and caregivers. As a highly visible member of the Hoag Experience team, you will drive the implementation of Hoag’s experience optimization efforts and mindset, working with all levels of the organization from the frontline staff, physicians, and executive leadership. 

The overall goal for the position is to drive change by building trusted relationships with physicians, leadership, and staff to derive interventions and manage implementation processes across Hoag’s continuum of care, while ensuring sustainability  of changes. 

The Sr. Specialist has responsibility for execution of multiple simultaneous patient experience programs and initiatives of varying size and scope. Utilizing survey data and other engagement tools and resources, perform root cause analysis to identify opportunities, determine priorities, develop action plans, and establishing goals.  You will provide consultative support and facilitate process improvement, change management, and sustainability efforts.

Key deliverables may include, but are not limited to, business cases, project planning, key performance indicators, reporting, financial control, and all appropriate supporting documentation.  

Key functions include:

•    Effectively communicates and demonstrates the Hoag Customer Service and Patient Satisfaction vision to all levels of the organization, affecting organizational culture through education and actions.
•    Fosters and leads the development and deployment of distinctive Customer Experience competencies, initiatives, and programs to differentiate Hoag from other healthcare systems.
•    Acts as an advocate for the consumer/patient and employee/staff and one of the cultural guardians for Hoag.

•    Utilize multiple-layered data points with advanced analytics to interpret data and formulate narratives, build accountability, empower others, and create transparency.
•    Collaborates with and leads cross-functional team members to drive improvement initiatives affecting change to reach established goals and make realized and sustainable customer and employee experience improvements.
•    Performs other duties as assigned.

Education and Experience

Bachelors degree or equivalent experience

Five or more years working experience in organizational development, customer experience, process improvement, and/or operational leadership roles, driving customer satisfaction and loyalty in healthcare or hospitality environment.

Demonstrated experience assessing and interpreting data to develop interventions or programs that create impact and meet business goals.

Proven history of leading workgroups, collaborative dyads committees, and facilitating educational trainings and/or meetings.

Excellent presentation skills to small and large audiences

Preferred:

Master’s Degree in applicable field or equivalent qualification preferred

Health Care Experience

Licenses Required

Licenses Preferred

Certifications Preferred

Certification as a Patient Experience Professional

Hoag is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Hoag is committed to the principle of equal employment opportunity for all employees and providing employees with a work environment free of discrimination and harassment. Hoag hires a diverse group of people in a manner that allows them to reach their full potential in the pursuit of organizational objectives.