Patient Experience Manager (RN) - Full Time*

Universal Hospital Services Inc.; Murrieta (CA); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

Competitive compensation

Generous paid time off

Medical, dental, vision plans

401(k) with company match

SoFi student loan refinancing program

Career development opportunities

Job summary

Universal Health Services seeks a Performance Improvement / Patient Experience RN Manager to lead patient experience efforts across its Inland Valley and Rancho Springs facilities. This role translates patient feedback into actionable improvements, using lean six sigma methodologies to elevate service quality, and collaborates with physicians, nurses and non-clinical staff.

The RN Manager will publish survey results, oversee grievance processes, and provide education to care teams, with

Qualifications

• Current California RN license.
• CPXP and CPHQ preferred.

Responsibilities

• Drive and foster a culture of patient-centered care and improve patient experience.
• Translate assessments into actionable behaviors and PI opportunities.
• Lead patient experience initiatives with physicians, clinical and non-clinical staff.
• Publish patient experience survey results and oversee complaint/grievance processes.

Education

Completion of an accredited Registered Nurse program

Bachelor's degree in related field

Master's degree preferred

Tools

Lean Six Sigma knowledge

Job description

Responsibilities

Southwest HealthcareInland Valley Hospital in Wildomar, California is a licensed 122-bed facility accredited by the Joint Commission. It is Southwest Riverside County's only designated Trauma Center and a county-designated Paramedic Base Station. The hospital performs more than 4,000 surgeries a year, and has an average of 4,000 Emergency Department visits per month.The hospitalfeatures a Bariatric Weight-Loss Surgery Center of Excellence and the region’s only Total Joint Center.

Southwest HealthcareRancho Springs Hospital inMurrieta, California is a 120 bed acute-care hospital with the region's only Pediatric Emergency Services team (for children 14 and under) provided by board certified Rady Children’s emergency medicine physicians. Rancho Springs Hospital also provides the area's only OB/Emergency Department program, which gives expectant mothers 24/7 on-site access to OB/GYN physician coverage. The Childbirth Center at Rancho Springs Hospital is the largest in the region and features spacious family-friendly private suites. Rancho's Neonatal Intensive Care Unit (NICU) is operated by Rady Children’s.

The Performance Improvement /Patient Experience RN Manager will drive and foster a culture of patient-centered care while improving the patient and family experience. This individual is responsible for translating information received from objective and subjective assessments of patient experience and patient relations into actionable behaviors. This includes identifying PI opportunities, and utilizing lean six sigma tools to sharpen our understanding of our customer base, examine how multiple teams can provide seamless customer service, and proactively improve each customer touch point. Lead patient experience and performance improvement strategies proactively in collaboration with other leaders and staff at the organization. This individual is responsible for providing education to and driving best practice among various members of the care team including physicians, and clinical and non-clinical staff. Working with multiple teams, the position has accountability for formulating, summarizing and publishing patient experience survey results and overseeing the complaint and grievance process.

Employee may be required to float to the other facility within Southwest Health Rancho Springs and Inland Valley Hospital based on operational needs, with appropriate orientation and competency validation provided.

Qualifications

1. EDUCATION

• Completion of an accredited Registered Nurse program.
• Bachelor's degree from an accredited College or University in related field required.
• Master's degree from an accredited College or University in related field preferred.

2. CERTIFICATIONS/LICENSES

• Current California RN License
• Certified Patient Experience Professional (CPXP), preferred
• Certified Professional in Healthcare Quality (CPHQ), preferred

3. EXPERIENCE

• Three (3) years of clinical experience in an acute care setting with demonstrated management or leadership abilities
• Experience in patient advocacy or complaint/grievance management, preferred.
• One (1) year of quality or performance improvement experience including data analysis and management
• Lean Six Sigma knowledge or certification preferred or will be asked to complete within the first 2 years of employment.

BENEFIT HIGHLIGHTS

• Challenging and rewarding work environment
• Competitive Compensation & Generous Paid Time Off
• Excellent Medical, Dental, Vision and Prescription Drug Plans
• 401(K) with company match and discounted stock plan
• SoFi Student Loan Refinancing Program
• Career development opportunities within UHS and its 300+ Subsidiaries!
• More information is available on our Benefits Guest Website: benefits.uhsguest.com

About Universal Health Services

Headquartered in King of Prussia, PA, Universal Health Services, Inc. (NYSE: UHS) is one of the nation’s largest and most respected providers of hospital and healthcare services. Since our founding in 1979, UHS has grown steadily into a premier Fortune 500® corporation perennially recognized by multiple esteemed national rating entities. Through its subsidiaries, UHS operates inpatient acute care facilities, inpatient behavioral health facilities, outpatient and other facilities, nationwide virtual behavioral health services, an insurance offering, a physician network and various related services with physical locations in the U.S., Puerto Rico, Ireland and United Kingdom. www.uhs.com.

EEO Statement

All UHS subsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. UHS subsidiaries are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state or local laws.

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