Salary Range: $35.9500 - $55.2500 /hour. Actual compensation may vary based on geographic location, work experience, skill level, and education.

The Hoag Experience Specialist plays a critical role in ensuring positive experiences for our patients, families and caregivers. As a highly visible member of the Hoag Experience team, this role drives the implementation of Hoag’s experience optimization efforts and mindset at the tactical levels, working with all levels of the organization from the frontline to executive leadership.

The main focus of this position is to:

• Nurture a culture of compassion

• Use qualitative and quantitative research methodologies to understand o What is informing our patients’ perceptions of care o Human behaviors when faced with crisis and vulnerabilities in a healthcare setting

o Situational factors that affect staff’s ability to fully care o Most pivotal points of care for patients and families emotionally

• Provide coaching, curriculum and consulting based on this research and best practices in improving perceptions of care

• Engage, educate and empower staff to be passionate about, and make sustainable changes to, optimize experiences

• Partner with business units to optimize the experience

The overall goal for the position is to drive day-to-day change, manage trusted relationships with staff and departmental leadership, develop implementation processes across Hoag’s continuum of care and ensure sustainability of changes.

The Hoag Experience Specialist has responsibility for execution of patient experience initiatives that may consist of several simultaneous projects. The execution could include goal setting, root cause analysis, 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.

o Effectively communicates and demonstrates the Hoag Experience vision to all levels of the organization, affecting organizational culture through education and actions.

o Fosters and leads the deployment of distinctive patient experience competencies to differentiate Hoag from other healthcare providers.

o Acts as an advocate for the consumer/patient and employee/staff and one of the cultural guardians for Hoag o Proficient at motivating and encouraging team members to affect change and make realized and sustainable experience improvements; this includes influencing a variety of people to work together in a team to reach established goals and utilizing the concept of structured change management. The role serves as a valuable resource for constant improvement at a system-wide level and works as a bridge between teams and the organizational hierarchy.

o Acts as an “agent of change” for continuous improvement efforts. Coaches others to understand and incorporate improvement work methods and habits.

o Subject matter expert on patient experience best practices o Align and leverage initiatives that affect the experience with other supporting departments such as the Enterprise Project Management Office, Performance Improvement, Quality/Safety, IT, Digital Interactive, Marketing/Communications, Telehealth and Nursing Education o Utilizes the measurement and reporting of patient satisfaction data/results across the system to help build accountability, empowerment and transparency.

o Writes clear, concise, and influential communications, documents, and presentations o Performs other duties as assigned to support the goals and objectives of Hoag in our efforts to provide an exceptional experience.

Education, Training and Experience

Required:

• Three or more years working experience in organizational development, customer experience, process improvement, and/or operating leadership roles driving customer satisfaction and loyalty in a healthcare or hospitality environment.

• Established history of success creating and implementing plans for customer service and performance improvement initiatives.

• Data analysis skills in customer satisfaction data.

• Demonstrated public presentation and communication skills.

• Proven ability to demonstrate broad business thinking – looking at opportunities from a system perspective, understanding the drivers of business and operating performance.

• Proven ability to influence key stakeholders, work cross-functionally and manage change.

Preferred

• Master’s degree in applicable field or equivalent qualification preferred.

• Certification as a Patient Experience Professional

Skills or Other Qualifications

Required:

• Excellent project management skills.

• Strong presentation and communication skills.

• Effective communication, interpersonal skills, organizational ability and facilitation skills

• Self-directed and results-oriented individual able to effective lead individuals and teams

• Ability to work with a wide range of healthcare professionals

• Requires the ability to pioneer effective experience initiatives that reflect on the corporate scorecard.

• Knowledgeable about established best practices and cutting edge industry trends in service delivery.

• Knowledgeable and experienced in customer service initiatives.

• Requires experience managing multiple complex projects involving multiple customers.

• Requires interpersonal; negotiation, including problem solving and analytical skills, and presentation skills; with the ability to lead groups and programs.