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Providence Health & Services Director, Patient Experience and Service Excellence in Burbank, California


Providence is calling a Director, Patient Experience and Service Excellence to Providence St Joseph Medical Center in Burbank, CA.

We are seeking a Director Patient Experience and Service Excellence responsible for Patient Experience and Service Excellence performance through Implementation of operational plans, best practices, tools and strategies, and collaboration with clinical and non-clinical departments throughout the continuum of care.

This position has oversight responsibilities for hospital-wide Patient Experience Program, patient relations, outcome reporting, and HCAPHS improvement strategies.

In this position you will have the following responsibilities:

  • Develop systems to monitor and improve patient satisfaction

  • Serve as liaison between patients and other health care service providers

  • Assure timely communication of customer/patient feedback, vendor survey results and data quality, progress to goals, and progress to action plans for improving HCAPHS and patient experience

  • Responsible for overseeing department workflow, processes and procedures including the overall coordination of the patient experience from pre-admission to discharge. Responsible for improvement of Service Excellence outcomes and targets

  • Work collaboratively with peers to implement positive patient experience throughout the PSJMC. Implement system and local improvement plans

  • Identify and resolve patient and family member concerns and problems regarding services and staff. Communicates patients' problems, questions, complaints and concerns to appropriate staff members

  • Maintain cooperative working relationships with other departments in order to respond quickly to patient complaints

  • Provide ongoing follow-up to facilitate process improvement as it relates to customer/patient perception and satisfaction

  • Round with managers and caregivers to discuss Service Excellence approaches, action plans, goals and outcomes

  • Participate on committees/forums, as requested, to ensure visibility and focus of Service Excellence initiatives and integration with all aspects of operations

  • Review and analyze customer satisfaction reports and data

  • Ensure staffing, supplies, and operations are within budgetary constraints

  • Ensure caregivers are scheduled in the most effective and efficient manner to meet the needs of the department, customers, and ministry

  • Active involvement in the CA Regional Patient Experience Council, collaborating with colleagues to improve Patient Experience through sharing of best practices, innovation and problem solving opportunities

  • Participate in the system-wide Expert-to-Expert Collaborative with other Patient Experience leaders on quarterly basis or as scheduled

  • Involve in design and ongoing updates of new caregiver and leader orientation and training


Required qualifications for this position include:

  • Bachelor's Degree

  • 5 years experience in healthcare and/or business environments’ customer service

  • Supervisory experience in healthcare environment

Preferred qualifications for this position include:

  • Master's Degree

  • Coursework/Training in Change Facilitator/Green Belt training

About the hospital you will serve.

Providence Saint Joseph Medical Center in Burbank, CA, is a 414 bed acute care facility, known for its state-of-the-art technology and high quality, compassionate care, has provided the full range of diagnostic, treatment, care and support services for the San Fernando Valley communities for close to 70 years. Many of our specialized services are provided within our Heart and Vascular Institute, one of Los Angeles County's first STEMI designated receiving centers of heart attack victims; our Hycy and Howard Hill Neuroscience Institute, awarded the Gold Seal of Approval from The Joint Commission for a Primary Stroke Center, and the Gold Plus Achievement Award from the American Stroke Association (2010); our Women's Pavilion, and our newly opened the Roy and Patricia Disney Family Cancer Center, a comprehensive, state-of-the-art, patient-centered, treatment facility. Our cancer center includes some of the most advanced technology in radiation oncology, highly advanced medical and surgical oncology, excellent clinical outcomes and research, and all patient support services are housed in the same building. Providence Saint Joseph Medical Center has an exceptional orthopedic program recognized for its excellent outcomes and clinical expertise. And Providence Saint Joseph's Bariatric Program, a leader and resource for those dealing with obesity in Southern California, received a Five-Star Rating for Bariatric Surgery, and Bariatric Surgery Center of Excellence designation from HealthGrades.

We offer a full comprehensive range of benefits - see our website for details

Our Mission

As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.

About Us

Providence Health & Services is a not-for-profit Catholic network of hospitals, care centers, health plans, physicians, clinics, home health care and services guided by a Mission of caring the Sisters of Providence began over 160 years ago. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.

Schedule: Full-time

Shift: Day

Job Category: Non-Clinical Director/Executive

Location: California-Burbank

Req ID: 243013