Patient Experience Manager (RN) - Full Time*

Southwest Healthcare Rancho Springs Hospital; Murrieta (CA); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Competitive Compensation

Generous PTO

Medical/Dental/Vision

401(k) with match

SoFi Student Loan Refinancing

Career development

Job summary

Southwest Healthcare Rancho Springs Hospital in Murrieta, CA, is seeking a Performance Improvement / Patient Experience RN Manager to drive patient-centered care and improve the patient experience across the organization.

This role leads education for care teams, analyzes patient experience data, and oversees the complaint/grievance process. The position may float to Inland Valley Hospital as needed, with orientation provided.

Qualifications

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

Responsibilities

• Lead patient experience and performance improvement strategies proactively in collaboration with other leaders and staff.
• Provide education to and drive best practice among physicians and clinical/non-clinical staff.
• Publish patient experience survey results and oversee the complaint/grievance process.
• Coordinate with multiple teams to ensure seamless customer service and patient-centered care.

Skills

Patient Experience

Quality Improvement

Lean Six Sigma

Change Management

Team Education

Education

RN License

Bachelor's Degree

Master's Degree (preferred)

Tools

Excel

CRM Systems

Job description

Responsibilities

Southwest Healthcare Inland 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 hospital features a Bariatric Weight-Loss Surgery Center of Excellence and the region’s only Total Joint Center.

Southwest Healthcare Rancho Springs Hospital in Murrieta, 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.

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.

CERTIFICATIONS/LICENSES

• Current California RN License


• Certified Patient Experience Professional (CPXP), preferred


• Certified Professional in Healthcare Quality (CPHQ), preferred

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.