Patient Experience Program Manager

Stanford Health Care•Palo Alto, CA

About The Position

The Patient Experience Program Manager supports the strategic identification and development of digital and non-digital experience initiatives at Stanford Health Care. The role works with cross-functional teams to develop strategies and business cases, structure partnerships, and drive initiatives that improve patient, physician, and staff experiences. The manager leads strategic and cross-functional improvement programs, overseeing program execution and deliverables for executive stakeholders, departments, and project teams. The position also develops and analyzes experience programs, works with operational and technical partners to implement process changes, and communicates progress and data trends to senior leaders. The role includes supporting organizational adoption of new software, tools, and workflows through user guides, training, and coaching.

Requirements

Bachelor’s degree in a work-related discipline or field from an accredited college or university.
Three years of progressively responsible and directly related work experience.
Knowledge of industry trends related to patient experience.
Knowledge of patient, family, and caregiver journeys through the health system and how to identify key pain points.
Knowledge and experience facilitating multidisciplinary teams to determine solutions to recurring challenges.
Ability to maintain confidentiality of sensitive verbal and written information.
Ability to analyze operational and procedural problems and develop, recommend, and evaluate proposed solutions.
Ability to communicate effectively across organizational levels and in situations requiring instruction, persuasion, negotiation, conflict resolution, consultation, and advising; ability to prepare clear, comprehensive written and oral reports and materials.
Ability to prioritize and drive results with a strong emphasis on quality.
Ability to work effectively as both a team member and leader.
Ability to learn new software, tools, and workflows quickly and support organizational adoption through guides, training, and coaching.
Demonstrated success independently planning and managing multiple projects, reevaluating priorities, and meeting challenging deadlines.
Willingness to work long and flexible hours during peak project times.
Expertise in data analysis, presentations, problem solving, attention to detail and accuracy, operations, project management, interviewing, consulting, and team facilitation.

Nice To Haves

Master’s degree in health care administration or a related field.
Experience working with Qualtrics.

Responsibilities

Drive management and execution of programs focused on patient, family, and member experience goals.
Manage online projects involving persona modeling, design, content, analysis, testing, and voice-of-the-customer work.
Work with operational and technical stakeholders to define requirements, maintain efficient processes, assess project feasibility, and implement process changes.
Collaborate with the technology organization to deliver projects using design thinking methodology.
Work with Marketing to integrate brand strategy into dynamic, personalized experiences.
Partner with stakeholders to design and build in-platform surveys, programs, and dashboards for patient experience initiatives.
Serve as the primary liaison between the hospital and selected vendors as needed, and support vendor relationships.
Prepare presentation reports summarizing data trends and progress toward program goals for senior management, physicians, and hospital executives.
Identify process-improvement opportunities, apply synergies across projects, develop solutions to technological and non-technological problems, and identify future projects.
Participate in department activities, including developing content for department tools and methodologies and synthesizing content from external resources and conferences.
Provide leadership for large strategic and cross-functional improvement programs by defining strategic intent and overseeing deliverables to ensure goals are met.
Master new software, tools, and workflows; act as an internal subject matter expert; design user guides; lead training sessions; and coach employees to support adoption.
Conduct complex analysis combining data with operational insight to help explain changes in patient experience.