Patient Experience Program Manager

Stanford Health Care; California; Híbrido; USD 94.000 - 125.000; Jornada completa

Descripción de la vacante

Stanford Health Care in Palo Alto, CA, is seeking a Patient Experience Program Manager to lead initiatives that enhance patient and family experiences. You will partner with clinical, IT, marketing and vendor teams to drive high-impact projects and measure outcomes.

The role requires a strong background in patient experience, program management and design-thinking approaches, with collaboration across departments and vendors. Hybrid work arrangements may apply.

Formación

• Bachelor’s degree in a work-related discipline/field from an accredited college or university.
• Master’s degree in health care administration or related field preferred.
• Three (3) years of progressively responsible and directly related work experience.
• Knowledge of industry trends related to the patient experience.
• Knowledge of the patient, family and caregiver path through the health system and how to identify key pain points.
• Ability to analyze operational and procedural problems and develop, recommend and evaluate proposed solutions.
• Ability to communicate effectively at all organizational levels and in situations requiring instructing, persuading, negotiating, conflict resolution, consulting, and advising as well as prepare clear, comprehensive written and oral reports and materials.

Responsabilidades

• Drive management and execution of programs with a focus on patient, family and member experience goals.
• Manage online projects involving patient and family experiences ( personas, design, content, analysis, testing, voice of the customer).
• Define requirements with stakeholders and maintain efficient processes; educate colleagues on feasibility and drive process change.
• Collaborate with technology to deliver projects using design thinking.
• Work with Marketing to integrate brand strategy into a personalized experience.
• Design and build in-platform surveys, programs, and dashboards supporting patient experience programs.
• Serve as liaison between hospital and vendors for ongoing program needs.
• Prepare reports for senior management and executives with data trends and progress.
• Identify opportunities for process improvement and rebalance priorities across projects.
• Provide leadership for large cross-functional improvement programs with clear strategic intent.

Conocimientos

Patient experience knowledge

Multi-disciplinary team facilitation

Data analysis

Presentation skills

Project management

Qualtrics experience

Educación

Bachelor’s degree in a work-related discipline/field from an accredited college or university

Master’s degree in health care administration or related field preferred

Herramientas

Qualtrics

Descripción del empleo

This is a Stanford Health Care job.

1.0 FTE Full time Day - 08 Hour R2661023 Hybrid 108610071 Admin Service Excellence Business & Administration PALO ALTO, 900 Welch Rd, California

If you're ready to be part of our legacy of hope and innovation, we encourage you to take the first step and explore our current job openings. Your best is waiting to be discovered.

Day - 08 Hour (United States of America)

A Brief Overview

The Patient Experience Program Manager supports the strategic identification and development of key digital and non-digital experience initiatives. The Patient Experience Program Managers works with a cross-functional team in developing strategies and business cases, structuring partnerships, and driving strategic initiatives to drive exceptional patient, physician, and staff experiences at Stanford Health Care.

Locations

Stanford Health Care

What You Will Do

• Drive management and execution of programs with a focus on achieving goals related to patient, family and member experience.
• Manage various types of online projects associated with evolving patient and family experiences such as modeling personas, design, content, analysis, testing, and voice of the customer.
• Work with key operational and technical stakeholders to define requirements, develop and maintain efficient processes, educate colleagues on the feasibility of projects, and work with functional leads to implement process change when needed.
• Collaborate with the technology organization to deliver projects leveraging design thinking methodology.
• Work with Marketing to integrate the brand strategy into a dynamic, personalized experience.
• Partner with stakeholders to design and build in-platform surveys, programs, and dashboards to support broad patient experience programs.Serve as primary liaison and point of contact between the hospital and selected vendor(s) as needed for ongoing program endeavors, and support vendor relationship for the hospital.
• Design and prepare presentation reports that provide senior management, physician constituencies and other hospital executives with summarized data trends and progress toward achieving program goals.
• Identify opportunities for process improvement and recognize and use synergies from other projects to design creative solutions for technological and non-technological problems as well as identify future projects.
• Participates in Department activities including enhanced content development for department tools and methodologies, and synthesize new content gathered from external resources and conferences.
• Provide program leadership for large strategic and cross-functional improvement programs for executive stakeholders, departments, and project team members by defining strategic intent of programs and overseeing deliverable development to ensure project goals are met.

Education Qualifications

• Bachelor’s degree in a work-related discipline/field from an accredited college or university
• Master’s degree in health care administration or related field preferred

Experience Qualifications

• Three (3) years of progressively responsible and directly related work experience

Required Knowledge, Skills And Abilities

• Knowledge of industry trends related to the patient experience
• Knowledge of the patient, family and caregiver path through the health system and how to identify key pain points
• Knowledge and experience in facilitating multi-disciplinary teams to determine solutions to recurring challenges
• Ability to maintain confidentiality of sensitive verbal and written information
• Ability to analyze operational and procedural problems and develop, recommend and evaluate proposed solutions
• Ability to communicate effectively at all organizational levels and in situations requiring instructing, persuading, negotiating, conflict resolution, consulting, and advising as well as prepare clear, comprehensive written and oral reports and materials
• Able to prioritize and drive to results with a high emphasis on quality
• Ability work effectively both as a team player and leaderAbility to master new software, tools, and workflows quickly to serve as the internal Subject Matter Expert (SME); design user guides, lead live training sessions, and coach employees to ensure seamless organizational adoption.
• Demonstrated success in independently planning and managing multiple projects and reevaluating priorities in a self-directed manner and meeting challenging deadlines, and be willing to work long and flexible hours during peak project times to get the job done
• Top-notch data analysis, presentation skills, problem solving, attention to detail and accuracy, operations, project management, interviewing, consulting, and team-facilitation expertise is assumed.Experience working with Qualtrics is preferred.
• Ability to conduct complex analysis combining data with operational insight to help explain changes in patient experience

Licenses and Certifications

• None

These Principles Apply To ALL Employees

SHC Commitment to Providing an Exceptional Patient & Family Experience

Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.

You will do this by executing against our three experience pillars, from the patient and family’s perspective:

• Know Me: Anticipate my needs and status to deliver effective care
• Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
• Coordinate for Me: Own the complexity of my care through coordination

Equal Opportunity Employer

Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment.

Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above.

People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply.

Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

Base Pay Scale: Generally starting at $68.52 - $90.78 per hour

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.