Manager, Patient Experience - FT - Days - Patient Experience

El Camino Health is committed to hiring, retaining and growing the best and brightest professionals who will carry our mission and vision forward.  We are proud of our reputation in the community: One built on compassion, innovation, collaboration and delivering high-quality care.  Come join the team that makes this happen.

Applicants MUST apply for position(s) by submitting a separate application for each individual job posting number they are interested in being considered for.

FTE

1

Scheduled Bi-Weekly Hours

80

Work Shift

Day: 8 hours

Job Description

The Manager Patient Experience provides and oversight for the patient experience program, driving the organization’s evolution to a patient-centered culture. Identifies opportunities for improving the patient experience, and facilitates implementation of new practices throughout ECH to improve patient, employee, and physician satisfaction. Maintains comprehensive knowledge of all patient experience related projects across the enterprise.

The Manager Patient Experience assists with the strategic direction and leads and directs patient experience initiatives throughout the organization; serves as content expert and active team member on process improvement projects, collaborates to provide learning and development opportunities for hospital leaders, physicians and employees related to delivery of outstanding customer service.

Primary Responsibilities:

Manages the patient experience efforts of the enterprise:

Responsible for the identification, planning, implementation and evaluation of patient experience and staff behavioral best practices; especially as it relates to the voice of the patient.

Manages patients feedback process.

Models and recommends patient centered care best practices to management, employees and physicians throughout El Camino Hospital (ECH)

, examines patient feedback data and develops plans for improvement in collaboration with leadership in the organization to achieve ECH vision of patient centered care.

Provides data and metrics to enable the organization in the development of their strategic direction, setting priorities and goals, and establishing a plan of action.

Along with and Management team, strives to achieve outcome targets in the area of patient experience and patient centered care including the Inpatient Healing Arts Programs, Service Recovery, Complaint Tracking and Customer Service Monitoring.

Assists with the continued development and running of the Patient Family Advisory Council (PFAC) to ensure that the patient and family voice is incorporated into how policies, procedures and processes are modified and/or developed.

Oversee the complaint and grievance management process.

Qualifications

• Bachelor’s degree in healthcare, social science or business related field required; Master’s degree preferred.
• Three years of management experience in quality improvement in a healthcare environment preferably focused on the patient experience with proven track record of success
• Two years clinical management experience in hospital operations preferred
• Demonstrated consultation, teamwork, project management, & facilitation skills to unify stakeholders towards a common aim
• Knowledge of patient experience survey methods and metrics; analytical skills related to independently interpreting, preparing; measuring and analyzing data and presentation to various audiences.
• Experience in and understanding of the continuum of care (ambulatory, inpatient, palliative care, hospice)
• License/Certification/Registration Requirements
• Lean Certification or Six Sigma belt preferred

An Equal Opportunity Employer:

In addition to state and federal law, El Camino Health also follows all applicable fair and equitable employment policies from the County of Santa Clara.