Patient Experience Performance Improvement Specialist

3 days ago

Honolulu HI United States American Health Quality Association Full time

Queen’s is seeking an experienced Patient Experience Performance Improvement Specialist to help continue our legacy of caring.

Keeping Hawai’i healthy and our ‘ohana strong are the deepest commitments of The Queen’s Health Systems. We’re focused on delivering high-quality, compassionate care to our communities. The health, safety, and wellness of Native Hawaiians and all the people of Hawai’i are our top priorities.

We are Queen’s

Recognized leader : The Queen’s Medical Center – Honolulu serves as the Pacific Basin’s major referral center for cancer, heart disease, neuroscience, orthopedics, surgery, emergency medicine and behavioral health, and has the only organ transplantation program in the State of Hawaii.

Level 1 Trauma Center : The Honolulu campus is verified by the American College of Surgeons and designated by the Department of Health as Hawaii’s first and only Level 1 Trauma Center.

Magnet Recognition – In 2009, The Queen’s Medical Center is the first and only hospital in Hawaii to achieve Magnet recognition from the American Nurses Credentialing Center, which we have maintained continuously since then.

Nationally recognized healthcare organization – The Queen's Medical Center - Honolulu campus has been recognized as the top hospital in Hawai'i for the US News & World Report Best Hospitals 2023-2024. Named as the #1 hospital in Hawai’i for the 11 th consecutive year. Selected for Newsweek’s America’s Best-In-State Hospitals 2024 and ranked #1 in Hawai’i.

Employee Centered – Queen’s offers a generous compensation and benefits package that includes a retirement savings plan and a 401(k) program with an employer match. Tuition Reimbursement and Paid Professional Leave support your efforts to take your career to a higher level.

Responsibilities

Under direction of the Manager, Patient Experience, the successful candidate will:

  • Drive and foster a culture of service excellence while standardizing, monitoring, measuring and improving the patient experience throughout the organization.
  • Plan, coordinate, implement and evaluate 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.
  • Provide 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.

Qualifications

Required:

  • Bachelor's degree in healthcare, social science, hospitality, organizational development or related field.
  • 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 to demonstrate the following:
    • 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.
    • Ability to communicate clearly and concisely at all organizational levels, both verbally and in writing is essential.
    • Knowledge of Microsoft Office (Word, PowerPoint, Outlook, Excel and Access).

Preferred:

  • Master's degree in a health-related field.
  • Experience with Press Ganey, CAHPS and patient satisfaction survey tools preferred.
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