Manager, Patient Experience - FT - Days - Patient Experience

El Camino Hospital; Mountain View (CA); On-site; USD 118,000 - 176,000; Full time

Job summary

El Camino Health in Mountain View, CA seeks a Manager Patient Experience to lead the patient experience program and drive a patient-centered culture across the enterprise. You will identify opportunities, implement best practices, and act as the content expert on process improvements to elevate satisfaction among patients, staff and clinicians.

Overseeing feedback systems, you will translate data into actionable plans, collaborate with leadership to set priorities, and track outcomes aligned

Qualifications

• Three years of management experience in quality improvement in a healthcare environment, preferably focused on patient experience.
• Experience with patient experience survey methods and metrics; analytical skills to interpret and present data.
• Knowledge of continuum of care (ambulatory, inpatient, palliative care, hospice).

Responsibilities

• Identify, plan, implement and evaluate patient experience initiatives across the enterprise.
• Manage patient feedback process and develop improvement plans with leadership.
• Provide data and metrics to support strategic direction, priorities and action plans.
• Oversee PFAC to ensure patient and family voice informs policies and processes.
• Support training and development for leaders, physicians and staff on patient-centered care.

Skills

Management experience

Project management

Facilitation

Data analysis

Communication

Education

Bachelor's degree in healthcare, social science or business related field

Master's degree preferred

Tools

Lean/Six Sigma belt

Job description

El Camino Health is committed to hiring, retaining and growing the best and brightest professionals who will carry our mission and vision forward.

We are proud of our reputation in the community: One built on compassion, innovation, collaboration and delivering high-quality care.

Come join the team that makes this happen.

FTE 1 Scheduled Bi-Weekly Hours 80 Work Shift Day: 8 hours

Job Description

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.

Salary Range

$85.36 - $128.04 USD Hour

The Physical Requirements and Working Conditions of this job are available. El Camino Health will provide reasonable accommodations to qualified individuals with a disability if that will allow them to perform the essential functions of a job unless doing so creates an undue hardship for the hospital, or causes a direct threat to these individuals or others in the workplace which cannot be eliminated by reasonable accommodation.

An Equal Opportunity Employer: El Camino Health seeks and values a diverse workforce. The organization is an equal opportunity employer and makes employment decisions on the basis of qualifications and competencies. El Camino Health prohibits discrimination in employment based on race, ancestry, national origin, color, sex, sexual orientation, gender identity, religion, disability, marital status, age, medical condition or any other status protected by law. In addition to state and federal law, El Camino Health also follows all applicable fair and equitable employment policies from the County of Santa Clara.

At El Camino Health, our nationally recognized doctors and care teams are committed to providing you with high-quality, excellent care. We aim to deliver a healthcare experience that is designed around your individual needs. When you choose El Camino Health for your care, you can count on: Distinguished hospitals. Our fully accredited hospitals, Los Gatos, and Mountain View, have received numerous awards and honors for high-quality healthcare. Exceptional talent. Our reputation attracts high-caliber doctors who are approachable and friendly, a nursing culture exceptional for its highly personalized patient and family care, and leadership with a deeply personal commitment. Innovative approaches to care. We seek new treatments and techniques, and contribute to the medical community through clinical trials. Our urgent care sites powered by Carbon Health enable easy, immediate scheduling and follow up through the Carbon Health app. A focus on health. Our regional Men's Health Program offers a team approach to care and has a variety of specialists who are focused on men’s health issues, including heart and vascular, urology, sleep disorders, sexual dysfunction and healthy weight. We created the South Asian Heart Center and the Chinese Health Initiative to address unique health disparities in our patient population. A healing environment. Our spaces were specially designed for tranquility and comfort.