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Patient Experience Consultant, Service Excellence
Sutter Gould Medical Foundation - Torrance, CA
posted 2 months ago
About the position
The Patient Experience Consultant for Service Excellence at Sutter Health is responsible for coaching and training healthcare professionals to enhance service and communication skills across affiliate facilities. The role aims to improve patient, physician, and employee satisfaction by promoting evidence-based best practices and developing tailored action plans and training resources. This hybrid position primarily supports the Greater Sacramento area and requires effective relationship-building and change management skills.
Responsibilities
- Provide coaching and training to physicians, operational leaders, and frontline staff.
- Develop and implement action plans and training resources to enhance service behaviors and communication skills.
- Promote evidence-based best practices for service excellence across all affiliate facilities.
- Act as a change agent to gain commitment and ensure follow-through from coaching clients.
- Facilitate training sessions and presentations to various stakeholders.
- Maintain effective relationships with physicians, management, support staff, patients, and coworkers.
Requirements
- Bachelor's degree in Healthcare Administration, Human Resources, Communications, Behavioral Health, Psychology, Counseling, Training & Development, Organizational Leadership, or Performance Improvement, or equivalent experience.
- 5 years of recent relevant experience in a healthcare setting.
- Knowledge of healthcare system operations and medical office practices.
- Familiarity with ICF Coaching Core Competencies.
- Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint applications.
- Strong verbal and interpersonal communication skills, with effective listening and motivational abilities.
- Proficiency in inquiry-based coaching techniques.
- Ability to manage multiple priorities in a fast-paced environment.
Nice-to-haves
- Experience in developing training materials and resources.
- Familiarity with patient satisfaction metrics and improvement strategies.
Benefits
- Comprehensive benefits package including health insurance, dental insurance, and vision insurance.
- 401k retirement savings plan with matching contributions.
- Paid time off and holidays.
- Flexible scheduling options.
