Program Manager - Patient Experience

Adventist Health•Los Angeles, CA

About The Position

Centered in the heart of Boyle Heights, Adventist Health White Memorial is one of the area's leading healthcare providers since 1913. We are comprised of a 353-bed hospital, three medical office buildings, residency programs, comprehensive cancer care and a vast scope of services located in the Los Angeles area. In 2019, Adventist Health White Memorial was recognized with the Malcolm Baldrige National Quality Award, the nation's highest presidential honor for performance excellence. We are proud to promote wellness in the community at the local farmers market and through our community resource center with services for seniors and Spanish-speakers. Los Angeles is known for its art, rich culture, numerous sports teams and world-renowned dining. There is something for everyone in this culturally diverse city. 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
Hospital Fire and Life Safety (HLFS): 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.