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Manager of Patient Experience Improvement

3 months ago

Palo Alto, California, United States Stanford Health Care Full time

If you're ready to be part of our legacy of hope and innovation, we encourage you to take the first step and explore our current job openings. Your best is waiting to be discovered.

Day - 08 Hour (United States of America)

This is a Stanford Health Care job.

A Brief Overview

The Manager of Service Excellence (Patient Experience Improvement) provides leadership, expertise, and facilitation of patient experience improvement work and related activities to support the Stanford Health Care mission and vision. The focus of this role includes management and continuous improvement of patient experience performance and programs. This role will utilizing A3 thinking and improvement methodologies, related data/feedback, and partnership development across Stanford Medicine.

Locations

Stanford Health Care

What you will do

  • Manages organizational strategy and goals for patient experience and ensures the development and outcomes of programs/projects that support those goals/strategies.
  • Partners with various clinical, technical, and operational departments across Stanford Health Care to align patient experience initiatives and facilitate the development of an enhanced patient experience and culture of excellence.
  • Partners with Service Excellence Leadership Team to maintain collaborative relationships with senior leaders, directors, managers, physicians, School of Medicine, and external stakeholders to meet and exceed patient experience goals.
  • Develops communications plans and relevant collateral materials (templates, standard work, intranet, external website) to support the patient experience programs and related activities.
  • Facilitates patient experience related forums and projects.
  • Performs supervisory functions by interviewing, selecting and providing training for new staff; by approving or disapproving recommendations from subordinate staff on personnel actions; by evaluating subordinates' performance; by hearing and resolving employee grievances; and by determining the need for and initiating disciplinary action in order to ensure adequate and competent staffing for the agency, program, division or institution.
  • Develop strategic alignment between patient experience programs, executives, and clinical leadership teams where data indicates opportunities to create a more compassionate and healing environment for patients, families, and care team members.
  • Partners with clinical leaders to develop improvement plans based on the principles of Lean and Plan-Do-Check-Act (PDCA), to systematically remove waste from processes; ultimately leading to a more positive and efficient care experience.
  • Partner with clinical executives and clinicians each fiscal year when planning strategic initiatives to further improve operational excellence and Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) performance.
  • Partner with clinical leadership teams and frontline subject matter experts to develop targeted improvement plans where data points indicate an opportunity to improve performance in key HCAHPS domains.
  • Manage the Service Excellence improvement team's use of data and analytics to determine where improving performance should be prioritized.
  • Lead teams through A3 development, pilot structure, new process testing, analysis, and decisions to either spread or abandon a pilot.

Education Qualifications

  • Master's Degree in a work-related discipline/field from an accredited college or university

Experience Qualifications

  • Required: Five (5) years of progressively responsible and directly related work experience.
  • Preferred: Experience in functions such as case management, clinic leadership, navigation, compliance and quality.

Required Knowledge, Skills and Abilities

  • Ability to give and receive feedback.
  • Ability to comprehend and discuss patient's medical care and nursing care with physicians, nurses and other healthcare professionals in order to assess patient grievances
  • High emotional IQ and active listening skills with the ability to provide appropriate levels of support, comfort, and reassurance to escalated patients and family members and team members
  • Ability to display a high professional demeanor at all times.
  • Ability to maintain confidentiality of sensitive information during investigation of complaints, issues and grievances.
  • Ability to communicate effectively, both orally and in writing.
  • Ability to be diplomatic.
  • Highly organized.
  • Ability to appropriately and comfortably, on a daily basis, deal with multiple complex cases and dissatisfied patients and customers.
  • Ability to mediate and resolve complex problems and issues using critical thinking and empathy.
  • Knowledge of hospital systems, operations, locations and departments' policies and practices relating to patient care and progression in order to serve patients and effectively problem solve
  • Ability to understand medical terminology and comfort in dialogue about patient clinical care, medical information, billing practices, organizational standards, etc.
  • Knowledge of Patient Rights and Responsibilities, Joint Commission standards, and Centers for Medicare/Medicaid regulations
  • Knowledge of computer systems and software used in functional area (Microsoft Office Suite of applications, EPIC)

Physical Demands and Work Conditions

Blood Borne Pathogens

  • Category II - Tasks that involve NO exposure to blood, body fluids or tissues, but employment may require performing unplanned Category I tasks

These principles apply to ALL employees:

SHC Commitment to Providing an Exceptional Patient & Family Experience

Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford's patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.

You will do this by executing against our three experience pillars, from the patient and family's perspective:

  • Know Me: Anticipate my needs and status to deliver effective care
  • Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
  • Coordinate for Me: Own the complexity of my care through coordination

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

Base Pay Scale: Generally starting at $ $88.05 per hour

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.

At Stanford Health Care, we seek to provide patients with the very best in diagnosis and treatment, with outstanding quality, compassion and coordination. With an unmatched track record of scientific discovery, technological innovation and translational medicine, Stanford Medicine physicians are pioneering leading edge therapies today that will change the way health care is delivered tomorrow.

As part of our spirit of discovery, we also leverage our deep relationships with luminary Silicon Valley companies to develop new ways to deliver preeminent patient care.

Learn about our awards ) and significant events ) .