About the Company
Stormont Vail Health is an integrated health care system committed to providing exceptional patient care and improving the health of the community in northeast Kansas. With a 586-bed hospital, a multi-specialty physician group, and numerous outpatient services, we are dedicated to innovation, quality, and patient-centered services. Our team strives to create a healing environment where every individual feels valued and receives the highest standard of care.
Job Description
Join Stormont Vail Health as a Healthcare Facility Secret Shopper and play a pivotal role in elevating our patient experience. In this unique and critical role, you will anonymously visit various Stormont Vail Health facilities, acting as a patient or visitor, to meticulously observe and evaluate the quality of our services, staff interactions, facility cleanliness, and overall patient journey. Your objective, unbiased feedback will be instrumental in identifying areas of excellence and opportunities for improvement, directly contributing to our commitment to outstanding patient care. This role requires exceptional attention to detail, strong observational skills, and the ability to provide constructive, factual reports.
Key Responsibilities
- Anonymously visit assigned Stormont Vail Health facilities (e.g., hospitals, clinics, urgent care centers) as a secret shopper.
- Interact with staff members at various touchpoints (reception, nursing, administrative, ancillary services) according to pre-defined scenarios.
- Observe and evaluate facility appearance, cleanliness, signage, and overall environment.
- Assess staff friendliness, professionalism, communication skills, and adherence to service standards.
- Document observations, experiences, and specific interactions accurately and objectively using provided survey tools.
- Provide detailed, factual written reports and feedback within specified timelines.
- Maintain strict confidentiality regarding all observations and assignment details.
- Adhere to all guidelines and protocols for secret shopper engagements.
Required Skills
- Exceptional observational skills and keen attention to detail.
- Excellent written and verbal communication skills.
- Ability to remain objective, unbiased, and discreet in evaluations.
- Strong professionalism and ethical conduct.
- Reliable and punctual with a strong work ethic.
- Proficiency in using digital survey tools or forms (e.g., tablets, smartphones).
- Ability to follow complex instructions and scenarios accurately.
Preferred Qualifications
- Previous experience in a customer service or patient-facing role.
- Experience as a secret shopper or mystery shopper in any industry.
- Familiarity with healthcare environments or medical terminology.
- Strong analytical skills to interpret experiences and provide actionable insights.
Perks & Benefits
- Opportunity to directly influence and improve patient care quality.
- Flexible scheduling based on assignment availability.
- Meaningful work that directly impacts the community's health.
- Supportive team environment and clear assignment guidelines.
- Competitive hourly compensation for completed assignments.
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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