This position is responsible for the overall improvement of the hospital wide Patient Satisfaction program. Including but not limited to patient grievance management, staff training and development related to patient satisfaction, monitoring the Press Ganey and HCAPS survey systems, trending results and reporting to executive leadership. 

This position requires a full understanding and active participation in fulfilling the Mission of San Gabriel Valley Medical Center. It is expected that the employee will demonstrate behavior consistent with the Core Values. The employee shall support San Gabriel Valley Medical Center’s strategic plan and the goals and direction of the Performance Improvement Plan (PIP).

Position Responsibilities

• Develop training programs for all levels of staff, management and medical staff (referred to as “all staff”) to establish Patient Satisfaction as the priority and to hard-wire customer service behaviors.
• Educates all staff on the AIDET process.
• Mentors staff “on the spot” for desired behaviors, coaches management to do same. Develops methods to validate behaviors.
• Participates in interdisciplinary teams focused on Patient Satisfaction.
• Tends survey data to support implementation of training/hard-wiring behaviors.
• Involves employees, volunteers, contract staff, medical staff, leadership and patients to identify problem areas and improve patient satisfaction.
• Develop ways to celebrate successes through-out the hospital. May include management rounding, updates to management and staff, posting and discussion of scores at staff meetings as well as other communication/celebration methods appropriate for the audience.
• Identifies ways to improve the patient experience through every aspect of their stay.
• Reports results to senior management.
• Oversees Patient Relations personnel. Works with staff to trouble shoot patient relations issues immediately.
• Other duties as assigned.

Minimum Job Requirements:

Education:

Bachelor’s degree in business or healthcare field preferred.

Experience:

Minimum three years experience in a hospital setting required.

Previous experience in a patient satisfaction domain.

Preferred Experience: 

1. Ability to maintain confidentiality of records and information.
2. Knowledge of word processing, basic spreadsheets and databases.
3. Analytical and research skills.
4. Ability to communicate at all levels across multiple functions
5. Problem solving skills
6. Knowledge of medical terminology
7. Proven experience with patient satisfaction programs.
8. Ability to interact effectively with all levels of hospital and medical staff to achieve goals and build teams focused on patient satisfaction.
9. Background should include general office skills to include basic computer operations, report writing, records retention and meeting/conference coordination.

Licenses/Certifications:  NONE