Manager, Patient Experience
About The Position
Centered in the heart of San Joaquin County, Adventist Health Lodi Memorial has been one of the area's leading healthcare providers since 1952. We are comprised of a 190-bed hospital, 17 medical offices, home care services, comprehensive cancer care and a vast scope of award-winning services located throughout Lodi and the surrounding areas. Lodi is known for its small-town charm, extensive vineyards and delicious local restaurants and bakeries. The allure of Lodi's close-knit community is complimented by its proximity to major metropolitan cities in the Bay Area and Sacramento, as well as a quick drive to Lake Tahoe or the Northern California coast. Job Summary: Manages and oversees patient experience initiatives to ensures the continual assessment, measurement and implementation of improvement and enhancement measures that satisfy and whenever possible exceed patient needs, experiences, and expectations. Supervises and directs the activities of various levels of assigned personnel using both professional and supervisory discretion and independent judgment.
Requirements
- Bachelor’s Degree or equivalent combination of education/related experience: Required
Nice To Haves
- Master’s Degree: Preferred
- Five years' technical experience: Preferred
- One year's leadership experience: Preferred
Responsibilities
- Optimizes system outputs by evaluating and increasing the effectiveness and efficiency for meeting patient experience needs and expectations.
- Translates the findings from assessment activities of patient experience in a manner that facilitates the recognition of both the patient’s family and the patient’s contextual environment.
- Develops action plans to achieve organization goals and to meet and exceed patient expectations.
- Provides analysis and interprets patient metrics and leads efforts to develop and refine analysis of patient experience data.
- Consults across the system on all aspects of the patient experience.
- Engages the workforce to address patient experience satisfaction needs by prioritizing complex issues, clarifying unclear issues, problem solving resource constraints, and identifying critical informational needs.
- Ensures on-going communication with department managers, front line staff, faculty and residents to identify process flow areas affecting the patient experience.
- Supervises and improves the workforce’s understanding of the various dimensions of the patient experience including, knowledge of disease and care (diagnosis, treatment, and procedures), emotional state (fear, anxiety, uncertainty), familial support (absent or present), previous experience (negative [trauma] as well as positive past experiences), Spiritual belief system (faith, worship, rituals, a, artifacts, practices).
- Facilitates recruitment, training, performance management, supervision, retention and appropriate utilization of staff to promote efficiency and retention.
- Manages and directs results submissions, preparation of materials, and ensures compliance with regulations and guidelines.
- Performs other job-related duties as assigned.
Benefits
- All required vaccinations as a condition of employment and annually thereafter, where applicable. Medical and religious exemptions may apply.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
