Patient Experience Manager (RN) - Full Time

UHS•Murrieta, CA

About The Position

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
Improve the patient and family experience
Translate information received from objective and subjective assessments of patient experience and patient relations into actionable behaviors
Identify PI opportunities
Utilize lean six sigma tools to sharpen our understanding of our customer base
Examine how multiple teams can provide seamless customer service
Proactively improve each customer touch point
Lead patient experience and performance improvement strategies proactively in collaboration with other leaders and staff at the organization
Provide 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