Manager - Patient Experience - Full Time 8 Hours Day (Non-Union, Exempt)

University of Southern California; Arcadia, Northern (CA, KY); Hybrid; USD 84,000 - 138,000; Full time

Job summary

University of Southern California in Arcadia is seeking a Patient Experience Program Manager to lead patient and family centered care initiatives. The role involves coordinating with colleagues, providers and patients and assisting in long-range planning to enhance satisfaction across Keck Medicine of USC.

The position requires a Bachelor’s degree and 5+ years in patient/customer relations in healthcare or hospitality, with 2+ years in leading satisfaction programs.

Qualifications

• Bachelor’s degree in a related field.
• 5+ years experience in patient/customer relations in healthcare or hospitality.
• 2+ years leading, implementing and maintaining patient/family satisfaction programs.
• Diplomatic problem solving with strong interpersonal, facilitation, coaching and presentation skills.
• Excellent verbal and written communication and analytical skills.
• Ability to develop action plans for multidisciplinary perspectives.
• Proficient in team building, conflict resolution, budgeting and cost management.
• Workplace Violence Training Program within 180 days of hire.

Responsibilities

• Lead and coordinate patient and family centered care initiatives with colleagues.
• Assist in long-range planning and managing activities focused on colleagues, providers and patients.
• Support the achievement of high patient satisfaction and service excellence throughout the organization.

Education

Bachelor’s degree

Master’s degree

Job description

The Patient Experience Program Manager possesses leadership skills, sound organizational and analytical skills, and actively engages with their colleagues to coordinate and provide patient and family centered care at Keck Medicine of USC. In addition, the Patient Experience Program Manager will assist in the long range planning and managing of the activities centered on our colleagues, providers and our patients and their families. The position will support the achievement of high level patient satisfaction and service excellence throughout the organization.Minimum Education: Bachelor’s Degree Degree in a related field. Minimum Experience: 5 years Experience in patient/customer relations which includes experiences in successfully developing and creating strategies to improve patient/customer experience in healthcare and/or hospitality field. 2 years Demonstrated achievements in leading, implementing, improving and maintaining patient/family satisfaction programs across the continuum of care with exceptional results. Minimum Skills: Diplomatic approach to problem solving. Strong interpersonal skills (oral and written), facilitation skills, coaching and mentoring, and presentation skills. Excellent verbal and written communication and analytical skills. Ability to develop action plans for multidisciplinary perspectives. Proficient in team building, conflict resolution, group interaction and dynamics, project management, cost effectiveness and budget management. Proficient skills in computer and applications. Required Certifications: Workplace Violence Training Program Within 180 days of hired. Preferred Education: Master’s degree Degree in a related field. Pay Transparency The annual salary range for this position is $84,365 - $138,330. When extending an offer of employment, the University of Southern California Arcadia Hospital considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, State, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.