Job Details
Company
The Queen's Medical Center
Job ID
135162
Job Title
Patient Experience Performance Improvement Specialist
Full/Part Time
Full-Time
Location
*Queen's Medical Ctr-Honolulu
Standard Hours
40.00
Favorite Job
Regular/Temporary
Regular
Shift
Day
Responsibilities
I. JOB SUMMARY/RESPONSIBILITIES:
• Drives and fosters a culture of service excellence while standardizing, monitoring, measuring and improving the patient experience throughout the organization under the direction of the Manager.
• Plans, coordinates, implements and evaluates key performance indicators and process improvement efforts in accordance with the organization’s goals and objectives that support patient experience initiatives of The Queen’s Medical Center (QMC) and The Queen’s Health Systems (QHS). Key improvement efforts include, but are not limited to, regulatory and accrediting agency requirements, patient experience and quality initiatives that support the delivery of quality patient care and optimal outcomes.
• Provides project management and support duties for performance improvement for assigned departments, units, clinics and service lines.
• Supports all shifts throughout QHS for purposes of training, accountability, coaching, mentoring and direct observation of staff.
II. TYPICAL PHYSICAL DEMANDS:
• Essential: finger dexterity, seeing, hearing, speaking.
• Continuous: sitting, static gripping of an object for prolonged periods.
• Occasional: standing, stooping/bending, climbing stairs, walking on uneven ground, lifting and carrying usual weight of 1 pound up to 5 pounds, reaching above, at and below shoulder level, frequent gripping of an object.
• Operates computer, tablet, calculator, telephone, fax, copier and printer.
III. TYPICAL WORKING CONDITIONS:
• Not substantially subjected to adverse environmental conditions.
• Ability to flex hours as needed, to provide training and coaching for staff working night and weekend shifts.
IV. MINIMUM QUALIFICATIONS:
A. EDUCATION/CERTIFICATION AND LICENSURE:
• Bachelor's degree in healthcare, social science, hospitality, organizational development or related field.
• Master's degree in a health related field preferred.
B. EXPERIENCE:
• Three (3) years of performance improvement experience in a healthcare facility.
• Two (2) years experience in developing and implementing programs and/or services with a patient/customer experience focus.
• Prior leadership/supervisory experience in overseeing process improvement.
• Experience with Press Ganey, CAHPS and patient satisfaction survey tools preferred.
• Experience to demonstrate the following:
o Ability to demonstrate strong public speaking, facilitation and presentation skills, including the ability to gain and retain the attention and involvement of sophisticated and challenging audiences.
o Ability to communicate clearly and concisely at all organizational levels, both verbally and in writing is essential.
o Knowledge of Microsoft Office (Word, PowerPoint, Outlook, Excel and Access).
Equal Employment Opportunity
Equal Opportunity Employer / Disability / Vet
