About the Company
Providence Health & Services is a not-for-profit Catholic health care system operating multiple hospitals and clinics across the Western United States. Committed to compassionate care, we strive to improve the health of all we serve, with a special concern for the poor and vulnerable. Our mission is to provide high-quality, patient-centered care and continually seek ways to enhance the patient experience.
Job Description
Providence Health & Services is seeking discreet and observant individuals to join our team as Healthcare Facility Secret Shoppers. In this vital contract role, you will play a crucial part in evaluating and enhancing the patient experience across our various healthcare facilities in Torrance, CA. Your mission will be to objectively assess adherence to our high standards of patient care, service quality, facility cleanliness, and overall patient interaction from the perspective of a real patient or visitor. This role requires exceptional attention to detail, strong observational skills, and the ability to provide unbiased, constructive feedback.
Key Responsibilities
- Visit assigned Providence healthcare facilities (hospitals, clinics, urgent care centers) as a 'secret shopper', posing as a regular patient or visitor.
- Interact with staff, observe processes, and evaluate the overall patient journey from arrival to departure.
- Assess specific aspects including front desk efficiency, staff friendliness and professionalism, wait times, facility cleanliness, communication clarity, and adherence to privacy protocols.
- Document findings thoroughly and accurately using provided evaluation forms and reporting tools.
- Provide objective and detailed written reports, including both positive observations and areas for improvement, within specified deadlines.
- Maintain complete anonymity and discretion during all interactions and visits.
- Participate in debriefing sessions as required to discuss findings and insights.
Required Skills
- Exceptional observational skills and attention to detail.
- Strong written communication skills for clear and concise reporting.
- Ability to maintain discretion and confidentiality.
- Objectivity and impartiality in evaluations.
- Reliable transportation and ability to travel to various local facilities.
- Basic computer proficiency for report submission.
Preferred Qualifications
- Previous experience in customer service, quality assurance, or mystery shopping roles.
- Familiarity with healthcare environments or patient experience concepts.
- Ability to adapt quickly to different scenarios and interact with diverse individuals.
- Bachelor's degree in a relevant field (e.g., Healthcare Administration, Communications, Business).
Perks & Benefits
- Flexible scheduling to fit your availability.
- Opportunity to make a tangible impact on patient care and service quality.
- Competitive hourly contract rate.
- Contribution to a leading healthcare organization's mission.
- Gain insights into healthcare operations.
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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