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Manager-Patient Experience

Company: Loma Linda University Health
Location: Loma Linda
Posted on: November 21, 2022

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

  • Organization: Loma Linda Univ Health Care

  • Employee Status: Regular

  • Schedule: Full-time

  • Shift: Day Job

  • Days of Week: Monday, Tuesday, Wednesday, Thursday, Friday

  • Monday Hours: 8

  • Tuesday Hours: 8

  • Wednesday Hours: 8

  • Thursday Hours: 8

  • Friday Hours: 8

Keywords: Loma Linda University Health, Fontana , Manager-Patient Experience, Executive , Loma Linda, California

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