Patient Experience Manager and Coach

Centinela Hospital Medical Center has been serving the communities of Inglewood and the wider Los Angeles area for nearly 100 years. An award-winning facility, ranking in the top 5% nationally for quality and patient safety, Centinela Hospital is a 362-bed acute-care hospital with a 24-hour emergency department and primary stroke center, orthopedic care, advanced cardiac services, critical care services, robotics surgery program, inpatient and outpatient rehab programs, labor and delivery, and more.

Join an award-winning team of dedicated professionals committed to our core values of quality, compassion and community!

Why Prime Healthcare? Centinela Hospital Medical Center; a member of Prime Healthcare, offers incredible opportunities to expand your horizons and be part of a community dedicated to making a difference.

Celebrating Our Centinela Hospital Heroes

Centinela has earned hundreds of national awards and recognitions, including "100 Top Hospital" recognition from Fortune/Merative and straight 'A's (2018-2022) for hospital safety from The Leapfrog Group. For more information, visit www.centinelamed.com.

Centinela Hospital Medical Center 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
• 401K retirement plan
• Outstanding Medical
• Dental
• Vision Coverage
• Tuition Reimbursement
• Many more Voluntary Benefit Options!

Benefits may vary based on collective bargaining agreement requirements and/or the employment status, i.e. full-time or part-time.

We are an Equal Opportunity 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. Know Your Rights: https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf

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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.

EDUCATION, EXPERIENCE, TRAINING

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

Centinela Hospital Medical Center 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 $68,640.00 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.