Patient Experience Program Manager

Stanford Health Care•Palo Alto, CA

4d•$69 - $91

About The Position

The Patient Experience Program Manager supports the strategic identification and development of digital and non-digital experience initiatives. The role works with cross-functional teams to develop strategies and business cases, structure partnerships, and drive initiatives that improve the experiences of patients, physicians, and staff at Stanford Health Care. The manager leads and executes programs focused on patient, family, and member experience; manages online projects involving personas, design, content, analysis, testing, and voice-of-customer work; and partners with operational, technical, technology, and marketing stakeholders. The role also supports process improvement and change, develops surveys and dashboards, manages vendor relationships as needed, and prepares reports for senior leaders and physician constituencies. It provides leadership for large strategic, cross-functional improvement programs and helps ensure deliverables meet program goals. Employees are expected to follow Stanford Health Care’s C-I-CARE standards and support its patient-experience pillars: Know Me, Show Me the Way, and Coordinate for Me.

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 the patient, family, and caregiver journey 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 at all organizational levels, including instruction, persuasion, negotiation, conflict resolution, consulting, and advising; and to prepare clear written and oral reports and materials.
Ability to prioritize and drive results with an emphasis on quality.
Ability to work effectively as both a team member and leader.
Ability to quickly master software, tools, and workflows and serve as an internal subject matter expert.
Demonstrated success independently planning and managing multiple projects, reprioritizing in a self-directed manner, 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 goals related to patient, family, and member experience.
Manage online projects related to patient and family experiences, including persona modeling, design, content, analysis, testing, and voice-of-the-customer work.
Work with operational and technical stakeholders to define requirements, develop and maintain processes, educate colleagues about project feasibility, and implement process changes with functional leads.
Collaborate with the technology organization to deliver projects using design-thinking methodology.
Work with Marketing to integrate brand strategy into a dynamic, personalized experience.
Partner with stakeholders to design and build in-platform surveys, programs, and dashboards supporting patient-experience programs.
Serve as a 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 and synergies with other projects to 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 program leadership for large strategic, cross-functional improvement programs by defining strategic intent and overseeing deliverables to meet project goals.
Master new software, tools, and workflows; create user guides, lead training sessions, and coach employees to support organizational adoption.
Plan and manage multiple projects independently, reevaluate priorities, and meet challenging deadlines.
Conduct complex analysis combining data and operational insight to explain changes in patient experience.