Manager, Patient Experience - FT - Days - Patient Experience

El Camino Health•Mountain View, CA

21h

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 throughout the organization. The manager 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 role also manages patient feedback, supports patient-centered care best practices, supplies data and metrics for strategic planning, and oversees complaint and grievance management. The position is full-time, with a day shift and 80 scheduled bi-weekly hours.

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 for independently interpreting, preparing, measuring, and analyzing data and presenting 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.
Identify, plan, implement, and evaluate patient experience and staff behavioral best practices, especially those related to the voice of the patient.
Manage the patient feedback process.
Model and recommend patient-centered care best practices to management, employees, and physicians.
Examine patient feedback data and develop improvement plans in collaboration with organizational leadership.
Provide data and metrics to support strategic direction, priority and goal setting, and action planning.
Work with the management team to pursue outcome targets for patient experience and patient-centered care, including the 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), ensuring patient and family input informs policies, procedures, and processes.
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.