Chief Experience Officer in Ontario, CA at Prime Healthcare

Date Posted: 2/18/2020

Job Snapshot

  • Employee Type:
  • Location:
    3480 East Guasti Road
    Ontario, CA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

The Chief Experience Officer provides strategic direction and leadership to identify, plan, design and implement strategies to achieve excellence in patient experience and satisfaction while also promoting a culture of patient-centered care across Prime Healthcare. This position works in close partnership with the Corporate CMOs and other members of leadership and is responsible for the development and execution of corporate wide strategies to achieve or exceed service excellence goals.  The Chief Experience Officer will understand and analyze current strategy effectiveness and tailor a plan for each facility to reach organizational patient experience goals through training, coaching and observation. Ultimately, this leader is able to demonstrate how a positive experience can relate to better patient outcomes.


  • Strategically develop, prioritize and oversee system-wide patient experience initiatives.
  • Analyze patient experience data and use this data to develop an in-depth strategy for each facility to achieve goals through consultation, coaching and direction of directors, managers, physicians and staff in service improvement methods.
  • Design and communicate the organizational wide direction, development and implementation of patient experience programs and initiatives.
  • Utilize, integrate, and interpret HCAHPS and other patient satisfaction survey data to assist organization in its improvement efforts and promote optimal patient outcomes.
  • Leads and works with patient experience managers/coordinators to support hospital initiatives in meeting core measures, patient safety and service excellence goals.
  • Continuously evaluate work process and design; ensure quality/performance improvement, productivity, and service delivery to reach organizational goals.
  • Works collaboratively with Corporate CMOs and other members of Leadership to develop strategic patient perception initiatives.
  • Provides and executes recommendations, action plans, and timelines for improvement. Collaborates with CEOs, CMOs, HR, and Marketing Communications to review results and develop strategies for improvement in employee performance and patient experience.
  • Develops and implements ongoing educational programs and training for staff and physicians to improve patient experience and continue the delivery of high quality care; develops targeted coaching plans as necessary to reach goals.
  • Provide on-site analysis and strategic plans to care teams in delivering service-oriented patient care.
  • Continually assess programs for improvements; ensures effective communication between providers and patient and family.
  • Assess staff and physician engagement as related to patient experience.
  • Develop strategies and coaching plans for all levels of staff and providers.
  • Provides one-on-one and team/department coaching for facility leadership as well as staff that targets improving customer satisfaction and patient experience.
  • Serve as a leader of the Volunteer departments/programs throughout the organization, aligning activity with patient experience goals and efforts.
  • Performs other duties as assigned or required.


    Required qualifications:
  • Bachelor’s degree in health-related field, or greater than 10 years leadership experience in comparable Director role.
  • Experience leading improvements in Patient Experience.
  • In-depth knowledge of health care systems, analysis and evaluation techniques.
  • Minimum of 3 years clinical healthcare experience.
  • Project management and leadership experience.
  • Demonstrated skill in human relations, communication and change theory applications.
  • Knowledgeable with regards to Joint Commission Standards and CMS Regulations.
  • Knowledge of hospital operations, systems and standards to develop strategy and accomplish goals.
  • Understanding of statistical analysis and computer literacy.
    Preferred qualifications:
  • Clinical background; Master’s Degree, MBA, MD or RN preferred.
    We are an Equal Opportunity/ Affirmative Action Employer and do not discriminate against applicants due to veteran status, disability, race, gender, gender identity, sexual orientation or other protected characteristics. If you need special accommodation for the application process, please contact Human Resources. EEO is the Law: