Patient Experience & Service Excellence Lead

Tfhd; Truckee, Northern (CA, KY); Hybrid; USD 116,000 - 142,000; Full time

Job summary

Tfhd is seeking a Patient Experience Leader in California to oversee the patient experience program, manage data sources, and drive improvements in service excellence. The role coordinates with leadership, physicians, and staff to resolve complaints and enhance patient relations.

The position emphasizes PFCC philosophy, service recovery, and regulatory compliance, reporting insights to executive leadership. A RN license and CPXP are required or pursued within 1 year.

Qualifications

• Bachelor's degree and 5+ years relevant experience required.
• California RN or commensurate clinical license; CPXP within 1 year of hire.
• Strong data knowledge, data manipulation, and reporting experience.
• Excellent communication and customer service skills; track record in process improvement.

Responsibilities

• Oversee the patient experience program and data sources.
• Analyze trends and report performance to leadership.
• Coordinate improvement initiatives with leaders and staff.
• Lead PFCC and Service Recovery programs.
• Prepare reports for leadership, committees, and Board.

Skills

Data analysis

Analytical thinking

Communication skills

Process improvement

Attention to detail

Education

Bachelor's degree in related field

Master’s degree (preferred)

Tools

Press Ganey

HCAHPS

Reporting databases

Job description

Tfhd is seeking a Patient Experience Leader in California to oversee the patient experience program, manage data sources, and drive improvements in service excellence. The role coordinates with leadership, physicians, and staff to resolve complaints and enhance patient relations.

The position emphasizes PFCC philosophy, service recovery, and regulatory compliance, reporting insights to executive leadership. A RN license and CPXP are required or pursued within 1 year.