Senior Experience Strategist

1 month ago


Costa Mesa, California, United States Hoag Full time

Job Summary

The Senior Experience Strategist plays a critical role in driving strategic programming and improvement efforts at Hoag, ensuring positive caring experiences for patients, families, and caregivers. This highly visible member of the Hoag Experience team will lead the implementation of Hoag's experience optimization efforts and mindset, working with all levels of the organization to drive change and sustainability.

The overall goal for this position is to build trusted relationships with physicians, leadership, and staff to derive interventions and manage implementation processes across Hoag's continuum of care. The Senior Experience Strategist will utilize survey data and other engagement tools to identify opportunities, determine priorities, develop action plans, and establish goals.

Key deliverables may include business cases, project planning, key performance indicators, reporting, financial control, and supporting documentation. The Senior Experience Strategist will also provide consultative support and facilitate process improvement, change management, and sustainability efforts.

Key Responsibilities


Effectively communicates and demonstrates the Hoag Customer Service and Patient Satisfaction vision to all levels of the organization, affecting organizational culture through education and actions.

Fosters and leads the development and deployment of distinctive Customer Experience competencies, initiatives, and programs to differentiate Hoag from other healthcare systems.

Acts as an advocate for the consumer/patient and employee/staff and one of the cultural guardians for Hoag.


Utilize multiple-layered data points with advanced analytics to interpret data and formulate narratives, build accountability, empower others, and create transparency.

Collaborates with and leads cross-functional team members to drive improvement initiatives affecting change to reach established goals and make realized and sustainable customer and employee experience improvements.

Performs other duties as assigned.

Requirements

Bachelor's degree or equivalent experience

Five or more years working experience in organizational development, customer experience, process improvement, and/or operational leadership roles, driving customer satisfaction and loyalty in healthcare or hospitality environments.

Demonstrated experience assessing and interpreting data to develop interventions or programs that create impact and meet business goals.

Proven history of leading workgroups, collaborative dyads committees, and facilitating educational trainings and/or meetings.

Excellent presentation skills to small and large audiences

Preferred:

Master's Degree in applicable field or equivalent qualification preferred

Health Care Experience

Licenses Required

Licenses Preferred

Certifications Preferred

Certification as a Patient Experience Professional


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