Manager-Patient Experience
Company: Loma Linda University Health
Location: Loma Linda
Posted on: November 21, 2022
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Job Description:
- Quality Management (Full-Time, Day Shift) -
Our mission is to participate in Jesus Christ's ministry, bringing
health, healing, and wholeness to humanity by: Creating a
supportive faculty practice framework that allows Loma Linda
University School of Medicine physicians and surgeons to educate,
conduct research, and deliver quality health care with optimum
efficiency, deploying a motivated and competent workforce trained
in customer service and whole person care principles and providing
safe, seamless and satisfying health care encounters for patients
while upholding the highest standards of fiscal integrity and
clinical ethics. Our core values are compassion, integrity,
humility, excellence, justice, teamwork and wholeness.
The Manager-Patient Experience provides leadership and management
of patient experience programs, initiatives, and strategies.
Designs, implements and manages programs and initiatives for staff,
physicians and leadership. Collaborates with operational leadership
to identify patient educational needs and patient engagement
opportunities. Develops and implements educational and experiential
programs for employees, medical staff and administration on patient
perception of care, to drive improvement in patient experience
scores over time. Improves patient experience team effectiveness,
resolution strategies and tactics. Utilizes, integrates and
interprets patient satisfaction survey results to lead the
organization in its improvement efforts to provide optimal patient
experience outcomes. Reviews the organization's patient experience
data and uses this data to provide in-depth, proactive
consultation, coaching and direction to leadership, physicians and
staff in service improvement methods. Observes workflow in
practices in assigned areas to provide recommendations and
training. Performs other duties as needed.
Master's Degree preferred. Bachelor's Degree required, preferably
in a healthcare-related field. Minimum of three years working in
Patient Experience, Risk Management, Ethics, Patient Relations or
Service Excellence required. Previous leadership experience
improving patient experience preferred; experience in patient and
family advisory consults or councils strongly preferred. Requires
knowledge of CAHPS, HOS, and other such patient experience surveys
in the public domain that impact public reporting and value-based
reimbursement. Minimum of five years in an educator role preferred.
Experience applying lean or other process improvement processes
preferred.Strong computer skills including EPIC, Microsoft Suite,
data management, data collection, reporting and data analysis.
Knowledge in Performance Improvement preferred. Demonstrated
ability to lead large, diverse, geographically dispersed, clinical
and non-clinical teams through change. Requires excellent verbal
and written communication skills - high proficiency in grammar and
able to express thoughts clearly and concisely, attention to detail
and works well with others. Able to work independently in a
time-oriented environment. Excellent problem-solving, interpersonal
and communication skills with strong customer orientation.
Excellent presentation skills, as well as troubleshooting skills
for physician/office/clinical practice issue resolution. Skilled at
conducting presentations to senior management and physicians, at
ease in large groups, and on individual basis. Demonstrates
respect, flexibility, knowledge, confidence, professionalism,
pleasant attitude, patience and helpfulness at all times. Must
possess an engaging presence in order to captivate audiences and
implement change effectively. Ability to exercise good judgment in
sensitive and confidential matters. Must be a self-starter, who
perceives a need and takes initiative to accomplish the task.
Requires ability to proofread for context and content accuracy.
Ability to calculate, manipulate and interpret numbers; analyze,
assess and evaluate; explain and teach. Able to be flexible,
readily adaptable and work in a rapidly and constantly changing
environment. Requires adequate visual, hearing and tactile acuity
to proficiently perform essential duties.Lean Six Sigma
certification preferred. Certification in Patient Experience
required within six months of hire. Valid California driver's
license at time of hire.
Additional Information
Keywords: Loma Linda University Health, Fontana , Manager-Patient Experience, Executive , Loma Linda, California
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