Manager Patient Experience | Main | Days

Onvida Health; Yuma (AZ); On-site; USD 90,758 - 145,213; Full time

Job summary

Onvida Health in Yuma, AZ seeks a Manager, Patient Experience to lead patient experience initiatives, drive operational improvements, and shape programs that enhance care quality and service excellence.

You will collaborate with clinical and non-clinical leaders to implement strategies that align with regulatory requirements and a culture of patient-centered care, while managing the department and vendor partnerships.

Qualifications

• Bachelors degree in Healthcare Administration or related field.
• 3+ years of experience in healthcare operations, patient experience, project management or performance excellence.
• Masters degree preferred; CPXP and coaching certifications are a plus.
• Experience with CMS patient experience surveys is beneficial.

Responsibilities

• Champions patient experience improvements across the organization with leaders, providers, and staff.
• Ensures CMS survey administration and PHI privacy compliance in reporting patient experience metrics.
• Creates and delivers reports for leadership; facilitates teams and training across the organization.
• Utilizes organizational values to engage leaders and teams and drive change.
• Serves as SME for patient experience information; stays current on standards and survey requirements.
• Leads direct reports within the Patient Experience department.
• Manages vendor contracts, surveys, sampling, and data relevance for improvements.
• Monitors patient experience data, identifies trends, and recommends actions for outcomes.

Skills

Healthcare operations

Patient experience

Project management

Process improvement

Performance excellence

Education

Bachelor's degree in Healthcare Administration

Master's degree

CPXP certification

Coaching certification

Job description

Work Status Details: REGULAR FULL TIME | 80.00 Hours Every Two Weeks
Shift: Days
Pay Rate Type: Annual Salary
Location: Yuma Medical Center

Listed is the base hiring salary range offered for this position. Actual salaries may vary depending on factors, including but not limited to skills and experience. The salary range listed is just one component of the total rewards/compensation package offered to candidates.
Min = $90,758.62
Mid = $117,986.20
Max = $145,213.79

Summary:

The Manager, Patient Experience is responsible for leading patient experience initiatives, operational improvement projects, and organizational strategies designed to enhance patient experience, quality of care, service excellence, and operational efficiency throughout the organization. This role serves as a key leader in identifying process improvement opportunities, managing cross-functional projects, analyzing patient feedback and performance metrics and driving sustainable change that improves the patient and family experience. The Manager collaborates with clinical and non-clinical leaders to develop, implement, evaluate and enhance programs that support organizational goals, regulatory compliance, and a culture of patient-centered care.

Responsibilities

• Champions a culture of passion and commitment for patients and families by working collaboratively with leaders, providers, and staff to develop, implement, evaluate, and enhance programs and services that improve care quality, safety, and patient experience across the organization.
• Ensures organizational compliance with the administration of patient experience surveys, in accordance with CMS regulatory requirements; maintains accuracy and compliance in the management of patient protected health information (PHI) and reporting of patient experience performance.
• Creates and delivers reports and presentations to leadership teams; facilitates work and progress of work teams to produce desired outcomes, strategies, and accountability tools; develops curriculum and facilitates training for leaders and staff throughout the organization.
• Effectively utilizes the organization’s purpose, pillars and values, feedback, observations, and stories to engage and inspire leaders and teams.
• Serves as a subject matter expert and central resource for patient experience information; maintains knowledge of industry standards, organizational policies and procedures, and regulatory requirements; completes relevant policy updates and communication; remains aware of changes to survey requirements; manages survey updates.
• Leads and manages designated direct reports within the Patient Experience department.
• Manages vendor contracts and relationships; maximizes utilization of consultative services and value optimization; partners with multidisciplinary teams to evaluate and implement service offerings; oversees the patient survey distribution process, including monitoring of sampling modality and methodology, return rates, and relevance of survey questions and templates.
• Monitors and analyzes patient experience data; identifies trends and recommends actionable plans to improve patient experience outcomes.
• Implements service recovery processes and ensures timely resolution of patient concerns.
• Promotes a culture of excellence by establishing and sustaining education, coaching, and recognition programs.
• Facilitates patient and family advisory council meetings and effectively leads associated programs and projects.
• Utilizes process mapping, workflow redesign, root cause analysis, and improvement workshops; identifiesopportunities to improve efficiency, reduce waste, enhance patient flow, and improve access to care.
• Develops and maintains performance dashboards and reports to monitor improvement initiatives.
• Ensures sustainability of implemented improvements through ongoing monitoring and accountability.
• Manages multiple projects simultaneously through initiation, implementation, evaluation and maintenance stages.
• Develops project charters, timelines, work plans, budgets, and communication strategies.
• Builds strong relationships with clinical and operational leaders to drive organizational change.
• Supports employee engagement initiatives that impact patient and team member experience.
• Represents the department and organization to internal and external customers; communicates respectfully andeffectively with others.
• Other duties as assigned.

Education:

Essential:
* BACHELORS DEGREE

Other information:

Minimum Requirements

Bachelors Degree Healthcare Administration, Business Administration, Nursing, Public Health, Organizational Leadership or related field

3 years of experience in healthcare operations, patient experience, project management, process improvement, or performance excellence required

Preferred:

Masters Degree

Coaching certification

Certified Patient Experience Professional (CPXP)

Join us at Yuma Regional Medical Center dba Onvida Health

Life at Onvida Health is more than just a job. It’s a place to have a long and rewarding career, making a difference in the lives of those in our shared community. When you join our team, you become an integral part of a thriving community committed to improving the health and well-being of everyone in southwestern Arizona.

At Onvida Health, we believe in progress with purpose. Our commitment to innovation is matched by our dedication to kindness and integrity. We take our values seriously because we know they lead to better outcomes for our patients and a better experience for all of us. We’re looking for people who approach each day with a sense of possibility, a drive to make things better, and a commitment to kindness. If that sounds like you, youre our kind of people.

If youre looking for a career where innovation meets compassion, where you can grow and contribute to building a healthier tomorrow, Onvida Health is the place for you.

Life in Yuma, Arizona

Yuma, recognized by Guinness World Records as the Sunniest City on Earth, offers more than just sunshine. Its a place where the great outdoors meets a welcoming, tight-knit community. Hike scenic trails, explore the Colorado River, or immerse yourself in local cultural festivals – all while embracing the beauty of this desert oasis. With easy access to larger cities and popular destinations, Yuma makes it easy to balance a fulfilling career with time for personal adventures and relaxation.

https://www.visityuma.com/

https://www.yumachamber.org/

Physical Requirements and working conditions for this position will be provided to you up on interview.