Los Robles Hospital and Medical Center
Los Robles Hospital & Medical Center is a licensed 404 bed acute care facility. Fully accredited by the Joint Commission, Los Robles Hospital has the only Level II Trauma Center in Eastern Ventura County and the only Emergency Room in both Los Angeles and Ventura counties coveted EDAP (Emergency Department Approved for Pediatrics) rating. In addition, it is the only hospital certified by both counties as a STEMI designated heart attack center for rapid heart attack response and is a certified Primary Stroke Center. With over 600 physicians on its medical staff, representing over 50 medical specialties, Los Robles is proud to be the community’s most trusted resource for health and a regional destination for care.
POSITION/JOB SUMMARY: The VP of Patient Experience reports to the Chief Nursing Officer. This position serves as a liaison between patients/families and hospital departments and services. Responds to patient/family compliments, complaints/concerns and promotes employee awareness of customer services principals. Provides a specific channel through which patients can communicate problems, concerns or unmet needs. The position will assist with resolution, documentation and reporting of organization-specific patient and visitor compliments and concerns to leadership and staff. Primary duties, includes coordinating, investigation and resolving customer concerns and grievances related to quality, delivery of care and/or services provided. Collaborates with all members of the healthcare team; i.e., nursing, ancillary services, administration, billing, admitting, finance, medical staff, quality and risk management if appropriate This position requires the full understanding and active participation in fulfilling the mission of Los Robles Hospital and Medical Center. It is expected that the employee demonstrate behavior consistent with the values of Los Robles Hospital and Medical Center and HCA. The employee shall support the hospital’s goals related to all organizational expectations including but not limited to: Customer Service, Patient Experience, Cultural Diversity, Patient Rights and Confidentiality of Information, This position has no direct patient care; it has access to confidential patient medical records, billing data and organizational information as it relates to patient care. In conjunction with the Quality and Risk department, using data will provide monthly accountability and variance analysis reports of grievances and complaints. Will provide weekly reports related to customer service to the Leadership team and staff as appropriate. Will participate in community events to promote Los Robles Hospital & Medical Center and the patient experience Will report monthly to Senior Leadership and Directors those experiences that require customer/community service interventions.
REQUIRED KNOWLEDGE AND ABILITIES:
• Current working knowledge of patient experience as it related to advocacy, customer service and community. • Possess strong interpersonal skills and flexibility in working with administrators, physicians, and multidisciplinary teams to develop and improve women specific programs. • Promote the safety, health, and quality of life for patients as a first priority at all times and guide the creation and growth of women services programs. • Proficient in Microsoft Office applications, Internet searches, and relevant data bases. • Ability to work independently and under pressure to follow through on issues. • Ability to communicate clearly and concisely, both verbally and in writing. • Ability to establish and maintain long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations. • Ability to work effectively with other employees and external parties. EDUCATION: • Bachelor’s Degree in healthcare related field required. EXPERIENCE: • Minimum of 3-5 years in healthcare or customer service role.
This position may be a registered nurse or non-nurse.