Patient Experience Manager and Coach

Overview

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

Harlingen Medical Center is a nationally-recognized and award-winning general acute care hospital. The Level IV Trauma Designated hospital specializes in bariatrics, cardiology, emergency medicine, gastroenterology, orthopedics, obstetrics and gynecology, and wound care. Harlingen has received an “A” rating from The Leapfrog Group and among the “50 top Performing Cardiovascular Hospitals” according to Fortune/IBM Watson Health. The hospital has received numerous awards from Healthgrades in orthopedics, cardiology, women’s services and more. For information, please visit www.harlingenmedicalcenter.com.

Responsibilities

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.

Qualifications

Required qualifications:

Preferred qualifications:

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We are an Equal Opportunity/Affirmative Action 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.  EEO is the Law: https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf