About the Company
Kaiser Permanente is one of America’s leading not-for-profit health plans. We are dedicated to providing high-quality, affordable healthcare services and improving the health of our members and the communities we serve. Our commitment to patient-centered care drives everything we do, and we continually seek innovative ways to enhance the patient experience.
Job Description
We are seeking a meticulous and observant individual to join our team as a Healthcare Facility Secret Shopper, focusing on patient experience. In this critical role, you will play an integral part in evaluating and enhancing the quality of care and service delivered across our Murrieta facilities. You will conduct unannounced visits, interact with staff as a typical patient or visitor, and provide objective, detailed feedback on various aspects of the patient journey, from initial contact to facility environment. This role requires exceptional discretion, attention to detail, and the ability to provide constructive insights that contribute directly to improving patient satisfaction and operational excellence.
Key Responsibilities
- Conduct unannounced, covert visits to designated Kaiser Permanente healthcare facilities in Murrieta.
- Act as a typical patient or visitor, engaging with front desk staff, nurses, and other healthcare professionals.
- Observe and evaluate the patient intake process, wait times, staff friendliness, communication effectiveness, and overall professionalism.
- Assess the cleanliness, comfort, and general ambiance of waiting areas, examination rooms, and common spaces.
- Identify strengths and areas for improvement in patient service delivery and facility operations.
- Compile comprehensive and objective reports detailing observations, interactions, and feedback within a specified timeframe.
- Maintain strict confidentiality regarding all observations and facility operations.
- Adhere to all guidelines and protocols for secret shopper activities to ensure data integrity and ethical conduct.
- Participate in debriefing sessions to discuss findings and provide deeper insights.
Required Skills
- Exceptional observation and analytical skills with a keen eye for detail.
- Strong written and verbal communication skills for clear and concise reporting.
- High degree of integrity, honesty, and objectivity.
- Ability to maintain discretion and confidentiality in all interactions.
- Excellent time management and organizational skills to meet reporting deadlines.
- Proficiency with basic computer applications for report generation.
- Reliable transportation to visit various facilities within the Murrieta area.
Preferred Qualifications
- Previous experience in customer service, hospitality, or a patient-facing role.
- Familiarity with healthcare environments and patient experience metrics.
- A flexible schedule to accommodate various facility operating hours.
- Prior experience as a mystery shopper or auditor.
Perks & Benefits
- Flexible scheduling to fit your lifestyle.
- Opportunity to make a direct impact on patient care and service quality.
- Mileage reimbursement for travel between facilities.
- Part of a dedicated team committed to healthcare excellence.
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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