Peak Vista Community Health Centers is a non-profit healthcare organization whose mission is to provide exceptional healthcare to people facing access barriers.  We provide primary care services (medical, dental and behavioral healthcare) through 28 outpatient health centers in El Paso, Teller, Lincoln, Adams, Elbert, and Kit Carson counties.  We deliver care with our strong “Hospitality” culture.  Our organization has over 800 employees and serves 82,000 patients in the Pikes Peak & East Central Plains region.  Peak Vista is accredited by the Accreditation Association for Ambulatory Health Care, Inc. (AAAHC).

Job Summary (Essential Functions)
Creates a strategy and outreach approach that created preference and loyalty for Peak Vista providers and services. Sets the standard for the experience that patients have of Peak Vista Community Health Centers even before they become patients.

• Creates a strategy and outreach approach that created preference and loyalty for Peak Vista providers and services. Sets the standard for the experience that patients have of Peak Vista Community Health Centers even before they become patients.
• Develops the annual plan, directly designs, manages and, monitors the service experience of patients when they are in our care - working with providers and all levels of staff in all services, and programs to create a consistent and sustainable system of service.
• Helps manage the community perception research study for strategic planning and marketing efforts by applying the results to outreach and patient experience strategy.
• Manages the Patient Satisfaction/Perception survey vendors to ensure appropriate sample sized and focus for each service; manages survey contracts and all vendor issues, including interface with the IT department. Also, manages vendor selection and ongoing management for the community survey process, focus groups and other related research.
• Creates innovative tools to support understanding our performance, with communications provided to leaders including action plans where suggested.
• Provides analysis of patient feedback information, ensures reports are statistically valid; oversees the timely distribution of reports to relevant areas.
• Manages the compliment/concern/complaint process with effective feedback loops and timely reporting.
• Creates new curriculum, and sources of education for all internal stakeholders.
• Serves as coach and role-model for all internal stakeholders.
• Monitors trends and actions nationally and locally.
• Monitors national research that supports understanding the patient experience and successful approaches for consideration.
• Prepares and presents timely summary reports to the organization - as needed and as outlined in the report out schedule.
• Provides education and training on Customer Service and Team Communication in support of the Patient Experience Plan.

Qualifications

• Education: Bachelor Degree in healthcare, business, public relations or related field required; or equivalent experience.
• Work Experience: 5-7 years of healthcare leadership, public relations or related field required.
• Cognitive Skills (Language, Math, Reasoning Ability): Must have extremely strong oral, written skills.
• Strong communication skills, problem solving/decision making, project and time management skills.
• Computer Skills: High proficiency Microsoft Office
• Ability to perform repeated tasks on a daily basis while maintaining a high attention to details.
• Ability to prioritize and manage multiple projects simultaneously with fast-paced deadlines, required.
• Professional conduct and appearance.
• Interpersonal relations, team player, personal integrity, strong work ethic, non-profit orientation, ability to learn quickly; demonstrate flexibility, positive attitude and high energy required.
• Certificates & Licenses: Valid Driver's License and insurance required.

Physical Demands

Frequent standing and walking, occasional long periods of sitting, moderate bending, moderate energy requirements and fine motor skills. Looking at computer screen continuously for long periods of time, hearing within normal range. Must be able to lift 20 pounds.

*Successful candidates will complete pre-employment screening; which includes, but is not limited to a Criminal Background check. Peak Vista Community Health Centers is a drug and alcohol free workplace an an Equal Opportunity Employer.