Career Opportunities with Comprehensive Community Health Centers

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Patient Experience Program Coordinator

Department: Glendale Medical
Location: Glendale, CA

JOB SUMMARY

In coordination with the Manager of Operational Engagement, the Patient Experience Program Coordinator (PEPC) will support the coordination of all Patient Experience efforts for the organization. This will include solidifying best practices for the organization. The PEPC will help create sustainable systems in which administration, staff, physicians, patients, and visitors are consistently exposed to the highest standards of service excellence. The PEPC will track, monitor, and analyze all data related to patient experience to ensure best practices with focus on patient satisfaction, retention and patient-centered care. Additionally, the PEPC will help measure staff performance effectiveness by developing and monitoring tools that measure customer satisfaction and quality of customer service performance. These tools may include but are not limited to patient surveys, other verbal/written comments, social media such as Yelp, and patient focus groups. The PEPC will stand as a model for exceptional customer service and help create a culture focused on Patient Experience first.


ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Help drive a Patient First Cultural Transformation in alignment with Strategic Plan deliverables
  • Solidify Customer Service Model
  • Identify patient experience training needs through job analysis and performance outcomes
  • Adjust patient experience training programs
  • Onsite and hands on daily coaching throughout the organization
  • Serve as Internal Auditor for all things patient experience
  • Monitor all applicable patient experience data and explore new ways to monitor success (i.e. PSS, Yelp, Patient Retention)
  • Participate in continued patient centered skill trainings and seminars (including technological advances)
  • Ensure all patient feedback is received, processed, and acted upon accordingly
  • As needed, serve as a representative for promotional events and aid with patient recruitment
  • Provide support for Volunteer and Intern Program
  • Provide support for Operations Department
  • Other duties as needed

  

EDUCATION AND EXPERIENCE

  • Bachelorís Degree preferred
  • Substantial Customer Service, Staff Development, Coaching and/or Teaching Experience, preferably in Healthcare Field
  • Program and/Project Management Preferred
  • Computer Literate with competency in Microsoft Office; Web Online skills
  • Prior experience with HIPAA regulations preferred
  • Bilingual Spanish/Armenian strongly preferred

 

KNOWLEDGE, SKILLS AND ABILITIES

  • Excellent oral, written, and interpersonal communication skills. 
  • Strong ability and comfort with presenting with all audience sizes and demographics. 
  • Flexible, resourceful, and ability to succeed with ambiguity. 
  • Data Analytics. 
  • Ability to explore/expand CCHC through the advanced use of technology to support aforementioned.
  • Strong organization skills, initiative, and follow-through. 
  • Ability to prioritize and complete multiple tasks in a timely manner. 
  • Familiarity with health care industry and basic medical terminology. 
  • Knowledge of data management recommended. 
  • Ability to find solutions when barriers are identified.
  • Strong documentation skills.
  • Ability to multi-task and prioritize when needed.
  • Ability to independently seek out resources and work collaboratively.
  • Ability to read, understand and follow oral and written instructions.
  • Experience and work ethics that supports working within a high functioning, team-oriented environment.
  • Demonstrates a willingness and ability to work under supervision.
  • Ability to develop and maintain good working relationships with staff.
  • Ability to use computer and learn new software programs.
  • Excellent interpersonal skills reflecting clarity and diplomacy and the ability to communicate accurately and effectively with all levels of staff and management.
  • Demonstrates ability to work in a regulatory climate that includes oversight of state and federal entities, payer contracts etc.
  • Possesses ability to communicate effectively, both verbally and in writing.
  • Possesses genuine respect for others and acceptance of their individual social and cultural traits.
  • Proficient knowledge of Microsoft Outlook.
  • Able to travel and attend professional meetings, conferences, trainings and clinic sites.
  • Demonstrate flexibility, enthusiasm, and willingness to cooperate while working with others in multi-disciplinary teams.
  • Performs other related duties as assigned.


PHYSICAL DEMANDS

Work is performed at various points in the clinic involving frequent contact with people. Interaction with others is constant and interruptive. Requires lengthy periods of standing, sitting; also bending, stretching, lifting and stooping.  Required manual dexterity, vision correctable to 20/20 and hearing must be in the range of normal for telephone contact. Ability to work in a fast paced environment that may produce stressful conditions at times.  

NOTE: The essential job functions for this position include, but may not be limited to those listed in this job description. Employees hired for this position must be able to perform the essential functions of this job without imposing significant risk of substantial harm to the health or safety of themselves or others.

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