Patient Experience & Service Excellence Specialist

Socket.dev; Truckee (CA); On-site; USD 116,000 - 142,000; Full time

Job summary

Tahoe Forest Health System in Truckee, CA seeks a seasoned Patient Experience Manager to champion patient and family-centered care. You will lead patient relations initiatives, investigate complaints, and coordinate service excellence activities while ensuring regulatory compliance and quality of care.

The role emphasizes data-driven improvement, cross-functional collaboration with physicians and staff, and overseeing feedback mechanisms and grievance management to enhance patient satisfaction.

Qualifications

• Bachelor's degree in a related field and 5+ years of relevant experience.
• CPXP certification required within 1 year of hire.
• Strong analytical, problem solving, and communication skills.

Responsibilities

• Oversees patient experience program, data sources, and reporting systems (Press Ganey, HCAHPS, comments, and event databases).
• Monitors and reports patient experience performance with actionable insights to leadership and stakeholders.
• Leads development and implementation of patient experience initiatives with operational leaders and staff.
• Coordinates action plans, tracks progress, and escalates barriers while reporting results to leadership.
• Promotes PFCC philosophy and coordinates service excellence initiatives.
• Manages Service Recovery program and follows up with leaders and stakeholders.

Skills

Data analysis

Healthcare experience

Communication

Process improvement

Regulatory compliance

Education

Bachelor's Degree in related field

Job description

Tahoe Forest Health System in Truckee, CA seeks a seasoned Patient Experience Manager to champion patient and family-centered care. You will lead patient relations initiatives, investigate complaints, and coordinate service excellence activities while ensuring regulatory compliance and quality of care.

The role emphasizes data-driven improvement, cross-functional collaboration with physicians and staff, and overseeing feedback mechanisms and grievance management to enhance patient satisfaction.