Responsible for reviewing and support implementation of best practices for overall patient experience at Sanitas Medical Center.

Ensure that all work focuses on improving patient and care giver experience and delivers high level of patient safety, patient satisfaction and patient loyalty.

Essential Job Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Lead the development of a patient experience cross-functional team responsible for the implementation of the patient experience strategy.
• Manage the implementation of the customer experience improvement plan.
• Lead, implement and monitor, effectiveness of patient experience and quality projects and processes relevant to all medical centers and providers.
• Develop quality monitoring activities, metrics, and reporting.
• Work with the operations team to ensure there are robust processes to conduct quality monitoring.
• Undertake quality assurance assessment visits, including planned and unannounced visits to medical centers and providers, ensuring that timely and accurate feedback is given with assurance processes in place to monitor providers actions for service improvement.
• Troubleshoot, resolve, and document patient complaints to ensure the root cause of complains is understood and resolved to prevent future ones.
• To keep abreast of relevant national and state legislative and policy requirements, relevant to their area of responsibility and ensure that key requirements are identified and adopted, including amending related policies and procedures.
• To undertake the delivery of quality profiles of providers, quality reports and review processes, reporting and monitoring systems.
• Provide ongoing coaching and development on customer service standards and service recovery.
• Assist with ongoing training for staff and understanding of company service values.
• Assist in hiring, developing, and ongoing coaching of Patient Experience Representatives.
• Performs other tasks as requested by management.

Supervisory Responsibilities

This position manages all employees of the department and is responsible for the performance management and hiring of the employees within that department.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job the employee is regularly required to work standing up, walk, use hands to operate tools and equipment and must be able to exert regularly up to 10 pounds of force, frequently exert 30 pounds of force and occasionally exert 50 pounds of force to constantly perform the essential job functions. The employee will be frequently required to reach with hands and arms, bend, balance, kneel, crouch, crawl, push, and pull. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. The employee is subject to environmental conditions; protection from weather conditions but not necessarily from temperature changes. The worker is subject to noise; there may be sufficient noise to cause the worker to shout in order to be heard above ambient noise level. Position requires driving and travelling.

Required Education and Experience

• 2 years+ experience in customer service or coaching
• Understanding of healthcare procedures
• Excellent interpersonal and communication skills
• Bilingual (English and Spanish)
• Outstanding organizational and problem-solving aptitude
• Ability to work in teams
• Position requires driving and traveling
• Available to work on weekends when required

Preferred Education and Experience

• Prior healthcare experienced preferred

This job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of the company. Since no job description can detail all the duties and responsibilities that may be required from time to time in the performance of a job, duties and responsibilities that may be inherent in a job, reasonably required for its performance, or required due to the changing nature of the job shall also be considered part of the jobholders responsibility.