Manager - Patient Experience

At Lucile Packard Children's Hospital Stanford, we know world-renowned care begins with world-class caring. That's why we combine advanced technologies and breakthrough discoveries with family-centered care. It's why we provide our caregivers with continuing education and state-of-the-art facilities, like the newly remodeled Lucile Packard Children's Hospital Stanford. And it's why we need caring, committed people on our team - like you. Join us on our mission to heal humanity, one child and family at a time.

Job ID: LP_00022473-1007

JOB SUMMARY

This paragraph summarizes the general nature, level and purpose of the job.

The Manager - Patient Experience Improvement provides strategic development, management, planning and oversight of the organization's patient experience improvement function with efforts and related programs and activities to support Stanford Children's Health's mission and vision. Reporting to the Executive Director of Patient Experience, this position also collaborates on and leads various patient experience initiatives and drives its success in overall human experience and manages the patient experience improvement team. Develops, implements, promotes and evaluates inpatient and outpatient patient care experience programs, strategies, and initiatives across an area and in alignment with area's business strategy and family centered care model. Works in synergy with all other performance improvement programs and organizational goals. Provides direction and training on patient care experience to managers and professional staff in the inpatient and outpatient setting. The goal of these efforts is to foster and drive a culture and standard of care that builds upon the organization's outcomes, improves patient satisfaction, and strengthens brand loyalty.

ESSENTIAL FUNCTIONS

The essential functions listed are typical examples of work performed by positions in this job classification. They are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Employees may also perform other duties as assigned.

Employees must abide by all Joint Commission Requirements including but not limited to sensitivity to cultural diversity, patient care, patient rights and ethical treatment, safety and security of physical environments, emergency management, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs, sustaining compliance with National Patient Safety Goals, and licensure and health screenings.

Must perform all duties and responsibilities in accordance with the hospital's policies and procedures, including its Service Standards and its Code of Conduct.

* Develops strategic development/business plans, which ensures patient and family centered care and continued performance improvement related to patient satisfaction metrics.

* Determines goals and priorities with senior executives and key stakeholders, provides analysis and strategic direction for programs related to patient experience and service efforts.

* Directs, develops, implements, promotes and evaluates inpatient and outpatient patient care experience programs, strategies, and initiatives across an area and in alignment with the area's business strategy and our family centered care model.

* Identifies, develops and leads strategic innovation initiatives to execute world-class patient experience.

* Provides project management for the delivery and execution of projects; serves as the liaison and collaborates with stakeholders to plan and scope projects, assign resources, and communicates and negotiates timelines to ensure expectations and commitments are met; monitors project performance and reports outcomes.

* Develops and contributes to policies in the Office of Patient Experience and ensures compliance with policies and procedures throughout the organization.

* Builds and maintains collaborative relationships to drive engagement and success in overall human experience and related outcomes metrics.

* Works in synergy with all other performance improvement programs and organizational goals.

* Manages the ongoing measurement of and reporting of all patient experience data across Stanford Children's Health and the resources for patient experience data.

* Partners with the operational and clinical leadership teams to develop, refine, and execute operational goals and to drive performance metrics that impact patient experience.

* Collaborates with and facilitates coaching, training and mentoring for select areas and/or departments including/involving senior leadership, department managers, and frontline staff to develop and implement strategies and action plans to emphasize culture and improve the patient experience.

* Fosters the patient and family centered care and PCARES culture that encourages teammate contribution, respect, and support of all types of individuals.

* Develops new training resources for staff to successfully acquire skills towards achieving behavioral, communication and service driven goals, including PCARES standards.

* Collaborates with Training & Organizational Development to ensure all staff receive appropriate onboarding and refreshers on expectations, skills, and evaluation of patient experience and PCARES practices.

* Monitors, researches, and analyzes industry disruptors and trends, potential and economics underlying new program proposals and other strategic initiatives.

* Gathers, evaluates, and analyzes data from primary and secondary sources; summarizes and presents findings, develops methodologies for tracking and reporting actual performance of new initiatives Generates hypotheses, analytic approaches, and work plans for assigned work streams at the department and service level.

* Identifies national best practice service excellence and patient centered care strategies to enhance the patient experience.

* Serves as expert resource on all patient care experience initiatives and patient satisfaction reported data.

* Routinely reports to Leadership regarding metrics and initiatives status.

* Provides leadership areas with analytical and trending reports to track facility performance on patient satisfaction metrics and to support performance improvement recommendations.

* Manages the design and implementation of patient experience assessment tools.

* Plans and facilitates Patient Experience Steering Committees and other related forums.

* Oversees the Patient Experience Improvement team members and all responsibilities of those positions.

* Manages vendors and oversees all phases of work of vendors and consultants to ensure the timely achievement of project objectives and deliverables.

* Performs all key management responsibilities for functional area (e.g. budgeting and financial management; human resources management; compliance and quality assurance).

MINIMUM QUALIFICATIONS

Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.

Education: Bachelor's degree in healthcare, marketing, business or a work-related discipline/field from an accredited college or university.

Experience: Five (5) years of progressively responsible and directly related work experience.

License / Certification: CPXP preferred

KNOWLEDGE

These are the observable and measurable attributes and skills required to perform successfully the essential functions of the job and are generally demonstrated through qualifying experience, education or licensure/certification.

* Thought leader and operational expert around process and service transformation.

* Ability to apply improvement science practices to programs and projects you are leading.

* Knowledge of Lean, JIT, Six Sigma and Flow Manufacturing techniques.

* Can coach on the development and implementation of daily management systems.

* Ability to plan, organize, prioritize, work independently, meet deadlines and deliver projects to agreed scopes.

* Ability to perform business analytics, including data manipulation, reporting and analysis and able to present this to audience so they are able to understand the findings.

* Ability to coach and train staff at all levels within an organization on apply improvement science principles.

* Ability to communicate effectively at all organizational levels and in situations requiring instructing, persuading, negotiating, conflict resolution, consulting and advising, as well as flawless written communication.

* Ability to establish and maintain effective relationships with widely diverse groups, including individuals at all levels both within and outside the organization and gain their cooperation.

* Ability to provide leadership and influence others.

* Ability to manage multiple changing priorities and work effectively in a team or independent setting.

* Knowledge of inpatient and clinic operations and how it relates to labor productivity and patient and brand loyalty.

* Knowledge of financial, business planning and project management concepts.

* Ability to conduct complex quantitative and qualitative analysis, draw insights from findings and formulate recommendations.

* Ability to make effective oral presentations and prepare concise written reports to a variety of

PHYSICAL REQUIREMENTS

The Physical Requirements and Working Conditions in which the job is typically performed are available from the Occupational Health Department. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job.

Pay Range

Compensation is based on the level and requirements of the role.

Salary within our ranges may also be determined by your education, experience, knowledge, skills, location, and abilities, as required by the role, as well as internal equity and alignment with market data.

Typically, new team members join at the minimum to mid salary range.

Minimum to Midpoint Range (Hourly): $60.34 to $80.04

Stanford Medicine Children's Health (SMCH) 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, SMCH does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity, 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, and where applicable, in compliance with the San Francisco Fair Chance Ordinance.