Manager, Experience of Care (Patient & Provider Advocacy)

Sutter Health•Sacramento, CA

1d•$126,256 - $189,384

About The Position

Responsible for the implementation of strategic and tactical plans that that accelerate and result in measurable and continual progress in meeting the organization's experience of care objectives. Works closely with operational leaders to ensure that all channels of care have patient experience as the top priority and delivered as such. Identifies opportunities for improvement at the front line and escalates any global process change or improvement necessary to achieve high patient satisfaction. Collaborates with key stakeholders to ensure regulatory compliance related to patients’ rights. Responsible for the development and planning of all educational activities associated with incorporating the preferred behaviors required to improve patient experience while incorporating the voice of the patient/community. Responsible for implementing evidence-based process improvement and coaching models that support leaders and teams in providing excellent experience to every patient every time.

Requirements

Bachelor's degree in Healthcare Management, Human Resource Management, Organization Development, Business Administration, Training and Education or related field, or equivalent experience.
5 years recent relevant experience.
Extensive knowledge in consumer experience, design thinking and improvement methodology, human resource management, organization development, training, adult learning theory, measurement and evaluation, patient experience principles and health care administration.
Background in customer service, health care administration and operations.
Training, facilitation, and curriculum development skills.
Ability to conduct culture assessments and design organization development and improvement plans that support strategic business objectives.
Verbal and written communication skills.

Responsibilities

Implementation of strategic and tactical plans to accelerate and achieve continual progress in meeting the organization's experience of care objectives.
Ensuring all channels of care prioritize and deliver excellent patient experience in collaboration with operational leaders.
Identifying front-line improvement opportunities and escalating global process changes needed for high patient satisfaction.
Collaborating with key stakeholders to ensure regulatory compliance related to patients' rights.
Developing and planning educational activities for preferred behaviors to improve patient experience, incorporating patient/community voice.
Implementing evidence-based process improvement and coaching models to support leaders and teams in providing excellent patient experience.