Manager, Patient Experience

The Manager Patient Experience provides and oversight for the patient experience program, driving the organization’s evolution to a patient-centered culture. Identifies opportunities for improving the patient experience, and facilitates implementation of new practices throughout ECH to improve patient, employee, and physician satisfaction. Maintains comprehensive knowledge of all patient experience related projects across the enterprise. The Manager Patient Experience assists with the strategic direction and leads and directs patient experience initiatives throughout the organization; serves as content expert and active team member on process improvement projects, collaborates to provide learning and development opportunities for hospital leaders, physicians and employees related to delivery of outstanding customer service.

Primary Responsibilities:
Manages the patient experience efforts of the enterprise:
Responsible for the identification, planning, implementation and evaluation of patient experience and staff behavioral best practices; especially as it relates to the voice of the patient.
Manages patients feedback process.
Models and recommends patient centered care best practices to management, employees and physicians throughout El Camino Hospital (ECH)
, examines patient feedback data and develops plans for improvement in collaboration with leadership in the organization to achieve ECH vision of patient centered care.
Provides data and metrics to enable the organization in the development of their strategic direction, setting priorities and goals, and establishing a plan of action.
Along with and Management team, strives to achieve outcome targets in the area of patient experience and patient centered care including the Inpatient Healing Arts Programs, Service Recovery, Complaint Tracking and Customer Service Monitoring.
Assists with the continued development and running of the Patient Family Advisory Council (PFAC) to ensure that the patient and family voice is incorporated into how policies, procedures and processes are modified and/or developed.
Oversee the complaint and grievance management process.

Qualifications
Bachelor’s degree in healthcare, social science or business related field required; Master’s degree preferred.
Three years of management experience in quality improvement in a healthcare environment preferably focused on the patient experience with proven track record of success
Two years clinical management experience in hospital operations preferred
Demonstrated consultation, teamwork, project management, & facilitation skills to unify stakeholders towards a common aim
Knowledge of patient experience survey methods and metrics; analytical skills related to independently interpreting, preparing; measuring and analyzing data and presentation to various audiences.
Experience in and understanding of the continuum of care (ambulatory, inpatient, palliative care, hospice)

License/Certification/Registration Requirements
Lean Certification or Six Sigma belt preferred

R00018030 Program Manager, Patient Experience - FT - Days - Patient Experience

The Patient Experience area is responsible or driving a culture of patient and family centered care and excellence, working with teams to communicate performance initiatives and create change throughout the organization. Leveling Criteria: Career level professional jobs, reflecting fully qualified, journey-level positions; applies complete knowledge and full understanding of principles and practices within a professional discipline.

Key Responsibilities :
Facilitate high level, cross functional teams through patient experience improvement efforts/projects, ensuring implementation runs smoothly and that gains are sustained and measured through data analysis and ongoing measurement of actionable performance data;
Coach and develop leadership and staff improvement capability;
Drive patient experience improvements in partnership with leaders that align with the organizational and strategic goals.

Qualifications
Bachelor’s degree in healthcare, business administration, social science, marketing or related field or equivalent education and training
Minimum two years of project management experience with process improvement in a clinical setting.
In-depth knowledge of Lean, JIT and process flow techniques. Healthcare experience strongly preferred.
Knowledge of inpatient and clinic operations. • Demonstrated leadership, consultative, communication, coaching, teaching, facilitating and influencing skills.
Project management experience in process transformation.
Proficient in Microsoft Word, Excel, PowerPoint, Access, Visio and Outlook.
Proven analytical and problem-solving skills. Ability to do data analysis, report writing, and update/change/make project plans.
Ability to act as both a thought leader and operational expert around process transformation. • Ability to communicate effectively at all organizational levels and in situations requiring instructing, persuading, negotiating, conflict resolution, consulting and advising.
Ability to establish and maintain effective relationships with widely diverse groups, including individuals at all levels both within and outside the organization and to gain their cooperation.
Ability to manage multiple changing priorities and work effectively in a team or independent setting.

License/Certification/Registration Requirements