Hybrid Patient Experience Program Lead

Stanford Health Care; California; Hybrid; USD 94,000 - 125,000; Full time

Job summary

Stanford Health Care in Palo Alto, CA, is seeking a Patient Experience Program Manager to lead initiatives that enhance patient and family experiences. You will partner with clinical, IT, marketing and vendor teams to drive high-impact projects and measure outcomes.

The role requires a strong background in patient experience, program management and design-thinking approaches, with collaboration across departments and vendors. Hybrid work arrangements may apply.

Qualifications

• Bachelor’s degree in a work-related discipline/field from an accredited college or university.
• Master’s degree in health care administration or related field preferred.
• Three (3) years of progressively responsible and directly related work experience.
• Knowledge of industry trends related to the patient experience.
• Knowledge of the patient, family and caregiver path through the health system and how to identify key pain points.
• Ability to analyze operational and procedural problems and develop, recommend and evaluate proposed solutions.
• Ability to communicate effectively at all organizational levels and in situations requiring instructing, persuading, negotiating, conflict resolution, consulting, and advising as well as prepare clear, comprehensive written and oral reports and materials.

Responsibilities

• Drive management and execution of programs with a focus on patient, family and member experience goals.
• Manage online projects involving patient and family experiences ( personas, design, content, analysis, testing, voice of the customer).
• Define requirements with stakeholders and maintain efficient processes; educate colleagues on feasibility and drive process change.
• Collaborate with technology to deliver projects using design thinking.
• Work with Marketing to integrate brand strategy into a personalized experience.
• Design and build in-platform surveys, programs, and dashboards supporting patient experience programs.
• Serve as liaison between hospital and vendors for ongoing program needs.
• Prepare reports for senior management and executives with data trends and progress.
• Identify opportunities for process improvement and rebalance priorities across projects.
• Provide leadership for large cross-functional improvement programs with clear strategic intent.

Skills

Patient experience knowledge

Multi-disciplinary team facilitation

Data analysis

Presentation skills

Project management

Qualtrics experience

Education

Bachelor’s degree in a work-related discipline/field from an accredited college or university

Master’s degree in health care administration or related field preferred

Tools

Qualtrics

Job description

Stanford Health Care in Palo Alto, CA, is seeking a Patient Experience Program Manager to lead initiatives that enhance patient and family experiences. You will partner with clinical, IT, marketing and vendor teams to drive high-impact projects and measure outcomes.

The role requires a strong background in patient experience, program management and design-thinking approaches, with collaboration across departments and vendors. Hybrid work arrangements may apply.