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System Director, Internal Communications & Patient Experience
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Develops and manages internal communications and patient experience initiatives for the PIH Health Integrated Delivery System (IDS) including oversight of timelines, budgets, and tactical execution of all internal communications and patient experience related activities.
Responsible for managing development and execution of a wide range of materials for internal audiences. Writes or oversees the development of internal communications plans and directs implementation of tactics to increase engagement from staff, physicians, and volunteers.
Manages the enhancement of the patient experience throughout the IDS, including oversight of the NRC Health patient survey tools. Responsible for the design, implementation, evaluation, processes, and tactics to enhance the patient experience. Serves as an advisor to leaders, making recommendations for tactics and coaching to enhance the overall patient experience.
Oversees the internal communication and patient experience staff and outsourced vendors to implement tactics and measure results.
PIH Health is a nonprofit, regional healthcare network that serves approximately 3 million residents in the Los Angeles County, Orange County and San Gabriel Valley region. The fully integrated network is comprised of PIH Health Downey Hospital, PIH Health Good Samaritan Hospital, PIH Health Whittier Hospital, 37 outpatient medical office buildings, a multispecialty medical (physician) group, home healthcare services and hospice care, as well as heart, cancer, digestive health, orthopedics, women’s health, urgent care and emergency services. The organization is nationally recognized for excellence in patient care and patient experience, and the College of Healthcare Information Management Executives (CHIME) has identified PIH Health as one of the nation’s top hospital systems for best practices, cutting-edge advancements, quality of care and healthcare technology. For more information, visit PIHHealth.org or follow us on Facebook, Twitter, or Instagram.
Required Skills
- Mature, dependable person with excellent written and verbal communication skills. Must have extensive knowledge of communications and customer service strategies and tactics.
- Excellent interpersonal skills with the ability to meet and deal pleasantly and effectively with the public and professionals.
- Must possess superior project management skills.
- Must possess ability to organize, plan daily activities, and demonstrate initiative and creative development of department marketing strategies without direct supervision and to complete projects with sometimes conflicting or evolving direction, and priorities under pressure of deadlines.
- Must be able to handle numerous tasks simultaneously and efficiently.
- A thorough understanding of print production techniques, communications tactics, photography, and graphic illustration required.
- Previous health care experience preferred.
- Must be an effective leader with the ability to build a superior team.
Required Experience
- Bachelor’s degree in communications, journalism, or English required. Graduate degree in communications, business, healthcare management, or marketing a plus.
Preferred:
- Ten (10) years marketing or corporate communications experience, preferably in a corporate or agency setting strongly preferred.
- Customer service or patient experience background a plus
- Five (5) years supervisory or management experience required.
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This position is located at 12401 Washington Blvd., Whittier, CA. View the Google Map in full screen.