About the Company
Hoag Hospital is a nationally recognized, not-for-profit health care system based in Orange County, California. We are dedicated to providing the highest quality, most compassionate healthcare services, striving to meet the unique needs of our community through innovation, research, and a patient-centric approach. Our commitment to excellence is reflected in every aspect of our operations, from advanced medical treatments to outstanding patient experience.
Job Description
We are seeking a highly observant and empathetic individual to join our team as a Healthcare Facility Secret Shopper with a focus on Patient Experience. In this crucial part-time role, you will play an instrumental part in evaluating and enhancing the quality of care and service delivered across various Hoag facilities in Costa Mesa. Your objective visits will provide invaluable feedback on patient interactions, facility cleanliness, staff professionalism, waiting times, communication effectiveness, and overall environment, ensuring we consistently meet and exceed patient expectations. This position requires meticulous attention to detail, discretion, and a genuine interest in improving healthcare delivery.
Key Responsibilities
- Conduct discreet, unannounced visits to various Hoag healthcare facilities and departments as assigned, posing as a patient or family member.
- Rigorously evaluate all aspects of the patient journey, from initial contact and scheduling to facility navigation, interaction with clinical and administrative staff, and post-visit procedures.
- Provide objective and detailed feedback on specific criteria related to patient experience, including but not limited to staff courtesy, communication clarity, wait times, empathy, privacy, and facility ambiance.
- Document observations accurately and comprehensively, including specific examples and actionable insights, immediately after each visit.
- Adhere strictly to assigned scenarios and evaluation protocols to ensure consistent and comparable data collection.
- Maintain complete confidentiality regarding all observations and findings.
- Participate in debriefing sessions with the Patient Experience team to discuss findings and contribute to improvement initiatives.
Required Skills
- Exceptional observational skills and attention to detail.
- Excellent written and verbal communication skills for clear and concise reporting.
- High level of discretion, professionalism, and integrity.
- Ability to remain objective and unbiased in evaluations.
- Proficiency in basic computer skills for report generation and data entry.
- Strong time management and organizational abilities.
- Empathetic and patient-focused mindset.
Preferred Qualifications
- Previous experience in customer service, mystery shopping, or quality assurance roles.
- Familiarity with healthcare environments or patient experience concepts.
- Ability to adapt quickly to different scenarios and environments.
- Experience using online reporting platforms.
Perks & Benefits
- Opportunity to directly impact and improve patient care and satisfaction.
- Flexible part-time schedule tailored to your availability.
- Contribution to a leading healthcare organization dedicated to excellence.
- Professional development in patient experience methodologies.
- Meaningful work that makes a difference in the community.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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