Manager, Patient Experience - FT - Days - Patient Experience

El Camino Health•Mountain View, CA

2d•$85 - $128

About The Position

The Manager Patient Experience provides oversight for the patient experience program and drives the organization’s evolution to a patient-centered culture. The role identifies opportunities to improve the patient experience and facilitates implementation of practices throughout El Camino Health to improve patient, employee, and physician satisfaction. The manager maintains comprehensive knowledge of patient experience projects across the enterprise, assists with strategic direction, and leads patient experience initiatives. This position serves as a content expert and active team member on process improvement projects and collaborates to provide learning and development opportunities for hospital leaders, physicians, and employees on delivering outstanding customer service. The manager oversees patient experience efforts across the enterprise, including identifying, planning, implementing, and evaluating patient experience and staff behavioral best practices, particularly those informed by the voice of the patient. The position manages patient feedback, recommends patient-centered care practices, examines feedback data, and develops improvement plans with organizational leadership. It provides data and metrics to inform strategic direction, priorities, goals, and action plans. In collaboration with management, the role supports outcome targets related to patient experience and patient-centered care, including Inpatient Healing Arts Programs, Service Recovery, Complaint Tracking, and Customer Service Monitoring. The manager also assists with the continued development and operation of the Patient Family Advisory Council (PFAC), and oversees complaint and grievance management.

Requirements

Bachelor’s degree in healthcare, social science, or a business-related field.
Three years of management experience in quality improvement in a healthcare environment, preferably focused on patient experience, with a proven track record of success.
Demonstrated consultation, teamwork, project management, and facilitation skills to unify stakeholders toward a common aim.
Knowledge of patient experience survey methods and metrics.
Analytical skills to independently interpret, prepare, measure, and analyze data and present it to various audiences.
Experience in and understanding of the continuum of care, including ambulatory, inpatient, palliative care, and hospice.

Nice To Haves

Master’s degree.
Two years of clinical management experience in hospital operations.
Lean Certification or a Six Sigma belt.

Responsibilities

Manage enterprise patient experience efforts, including identifying, planning, implementing, and evaluating patient experience and staff behavioral best practices.
Manage the patient feedback process.
Model and recommend patient-centered care best practices to management, employees, and physicians.
Examine patient feedback data and collaborate with organizational leadership to develop improvement plans.
Provide data and metrics to support strategic direction, priorities, goals, and action plans.
Work with the management team to pursue outcome targets for patient experience and patient-centered care, including Inpatient Healing Arts Programs, Service Recovery, Complaint Tracking, and Customer Service Monitoring.
Assist with the continued development and operation of the Patient Family Advisory Council (PFAC) to incorporate patient and family perspectives into policy, procedure, and process changes.
Oversee the complaint and grievance management process.
Serve as a content expert and active team member on process improvement projects.
Collaborate on learning and development opportunities for hospital leaders, physicians, and employees related to customer service.