Patient Experience Manager (RN) - Full Time

Uhs • Murrieta, CA

6d

About The Position

Southwest Healthcare Inland Valley Hospital in Wildomar, California , is a licensed 122-bed facility accredited by the Joint Commission. It is Southwest Riverside County's only designated Trauma Center and a county-designated Paramedic Base Station. The hospital performs more than 4,000 surgeries a year, and has an average of 4,000 Emergency Department visits per month. The hospital features a Bariatric Weight-Loss Surgery Center of Excellence and the region's only Total Joint Center. Southwest Healthcare Rancho Springs Hospital in Murrieta, California , is a 120 bed acute-care hospital with the region's only Pediatric Emergency Services team (for children 14 and under) provided by board certified Rady Children's emergency medicine physicians. Rancho Springs Hospital also provides the area's only OB/Emergency Department program, which gives expectant mothers 24/7 on-site access to OB/GYN physician coverage. The Childbirth Center at Rancho Springs Hospital is the largest in the region and features spacious family-friendly private suites. Rancho's Neonatal Intensive Care Unit (NICU) is operated by Rady Children's. The Performance Improvement /Patient Experience RN Manager will drive and foster a culture of patient-centered care while improving the patient and family experience. This individual is responsible for translating information received from objective and subjective assessments of patient experience and patient relations into actionable behaviors. This includes identifying PI opportunities, and utilizing lean six sigma tools to sharpen our understanding of our customer base, examine how multiple teams can provide seamless customer service, and proactively improve each customer touch point. Lead patient experience and performance improvement strategies proactively in collaboration with other leaders and staff at the organization. This individual is responsible for providing education to and driving best practice among various members of the care team including physicians, and clinical and non-clinical staff. Working with multiple teams, the position has accountability for formulating, summarizing and publishing patient experience survey results and overseeing the complaint and grievance process. Employee may be required to float to the other facility within Southwest Health Rancho Springs and Inland Valley Hospital based on operational needs, with appropriate orientation and competency validation provided.

Requirements

• Completion of an accredited Registered Nurse program.
• Bachelor's degree from an accredited College or University in related field required.
• Current California RN License
• Three (3) years of clinical experience in an acute care setting with demonstrated management or leadership abilities
• One (1) year of quality or performance improvement experience including data analysis and management
• Lean Six Sigma knowledge or certification preferred or will be asked to complete within the first 2 years of employment.

Nice To Haves

• Master's degree from an accredited College or University in related field preferred.
• Certified Patient Experience Professional (CPXP), preferred
• Certified Professional in Healthcare Quality (CPHQ), preferred
• Experience in patient advocacy or complaint/grievance management, preferred.

Responsibilities

• Drive and foster a culture of patient-centered care while improving the patient and family experience.
• Translate information received from objective and subjective assessments of patient experience and patient relations into actionable behaviors.
• Identifying PI opportunities, and utilizing lean six sigma tools to sharpen our understanding of our customer base, examine how multiple teams can provide seamless customer service, and proactively improve each customer touch point.
• Lead patient experience and performance improvement strategies proactively in collaboration with other leaders and staff at the organization.
• Providing education to and driving best practice among various members of the care team including physicians, and clinical and non-clinical staff.
• Formulating, summarizing and publishing patient experience survey results and overseeing the complaint and grievance process.
• Employee may be required to float to the other facility within Southwest Health Rancho Springs and Inland Valley Hospital based on operational needs, with appropriate orientation and competency validation provided.

Benefits

• Challenging and rewarding work environment
• Competitive Compensation & Generous Paid Time Off
• Excellent Medical, Dental, Vision and Prescription Drug Plans
• 401(K) with company match and discounted stock plan
• SoFi Student Loan Refinancing Program
• Career development opportunities within UHS and its 300+ Subsidiaries!
• More information is available on our Benefits Guest Website: benefits.uhsguest.com

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level