Lucile Salter Packard Children's Hospital at Stanford
Manager - Patient Experience
Lucile Salter Packard Children's Hospital at Stanford, Palo Alto, California, United States, 94306
At Lucile Packard Children’s Hospital Stanford, world‑renowned care begins with world‑class caring. We combine advanced technologies and breakthrough discoveries with family‑centered care, providing our caregivers with continuing education and state‑of‑the‑art facilities. We need caring, committed people on our team—like you—to help heal humanity, one child and family at a time.
Job Summary The Manager – Patient Experience Improvement provides strategic development, management, planning and oversight of the organization’s patient experience improvement function, supporting Stanford Children’s Health’s mission and vision. Reporting to the Executive Director of Patient Experience, the position collaborates on and leads various patient experience initiatives, drives success in overall human experience, and manages the patient experience improvement team.
Responsibilities
Develop strategic development/business plans that ensure patient and family‑centered care and continuous performance improvement related to patient satisfaction metrics.
Determine goals and priorities with senior executives and key stakeholders, providing analysis and strategic direction for programs related to patient experience and service efforts.
Direct, develop, implement, promote and evaluate inpatient and outpatient patient care experience programs, strategies, and initiatives across an area in alignment with the area’s business strategy and our family‑centered care model.
Identify, develop and lead strategic innovation initiatives to execute world‑class patient experience.
Provide project management for the delivery and execution of projects; liaise and collaborate with stakeholders to plan and scope projects, assign resources, communicate and negotiate timelines, monitor performance and report outcomes.
Develop and contribute to policies in the Office of Patient Experience and ensure compliance with policies and procedures throughout the organization.
Build and maintain collaborative relationships to drive engagement and success in overall human experience and related outcomes metrics.
Work synergistically with all other performance improvement programs and organizational goals.
Manage the ongoing measurement of and reporting of all patient experience data across Stanford Children’s Health and the resources for patient experience data.
Partner with operational and clinical leadership teams to develop, refine, and execute operational goals and drive performance metrics that impact patient experience.
Collaborate with and facilitate coaching, training, and mentoring for select areas and/or departments to develop and implement strategies and action plans emphasizing culture and improving the patient experience.
Foster the patient and family‑centered care and PCARES culture that encourages teammate contribution, respect, and support of all individuals.
Develop new training resources for staff to acquire skills toward achieving behavioral, communication and service‑driven goals, including PCARES standards.
Collaborate with Training & Organizational Development to ensure all staff receive appropriate onboarding and refreshers on expectations, skills, and evaluation of patient experience and PCARES practices.
Monitor, research, and analyze industry disruptors and trends, economics underlying new program proposals and other strategic initiatives.
Gather, evaluate, and analyze data from primary and secondary sources; summarize and present findings, develop methodologies for tracking and reporting actual performance of new initiatives, generate hypotheses, analytic approaches, and work plans at the department and service level.
Identify national best‑practice service excellence and patient‑centered care strategies to enhance the patient experience.
Serve as expert resource on all patient care experience initiatives and patient satisfaction report data.
Report regularly to leadership regarding metrics and initiative status.
Provide leadership areas with analytical and trending reports to track facility performance on patient satisfaction metrics and support performance improvement recommendations.
Manage the design and implementation of patient experience assessment tools.
Plan and facilitate Patient Experience Steering Committees and other related forums.
Oversee the Patient Experience Improvement team members and all responsibilities of those positions.
Manage vendors and oversee all phases of vendor and consultant work to ensure timely achievement of project objectives and deliverables.
Fulfill key management responsibilities for the functional area (e.g., budgeting, human resources, compliance, and quality assurance).
Minimum Qualifications
Education: Bachelor’s degree in healthcare, marketing, business or a related discipline from an accredited college or university.
Experience: Five (5) years of progressively responsible and directly related work experience.
License/Certification: CPXP preferred.
Knowledge
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.
Coaching skill for daily management system implementation.
Strong organizational, prioritization and independent work skills; ability to meet deadlines and deliver projects within scope.
Business analytics capability, including data manipulation, reporting and analysis, and presentation to diverse audiences.
Coaching and training skill for staff at all organizational levels on improvement science principles.
Effective communication at all levels and in complex situations (instructing, persuading, negotiating, conflict resolution, consulting, advising), plus flawless written communication.
Relationship‑building ability with diverse groups inside and outside the organization.
Leadership influence and ability to manage multiple changing priorities.
Knowledge of inpatient and clinic operations and their impact on labor productivity and patient/brand loyalty.
Knowledge of finance, business planning and project management concepts.
Advanced quantitative and qualitative analysis, insight generation and recommendation formulation.
Oral presentation and concise written reporting skills for diverse audiences.
Physical Requirements Physical Requirements and Working Conditions 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 education, experience, knowledge, skills, location, and internal equity. Typically, new team members join at the minimum to mid salary range. Minimum to Midpoint Range (Hourly): $60.34 to $80.04.
Diversity & Equal Opportunity Stanford Medicine Children’s Health strongly values diversity and is committed to equal opportunity and non‑discrimination in all of its policies and practices, including 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, disability, or the perception of any of the above. People of all genders, racial and ethnic groups, 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, in compliance with the San Francisco Fair Chance Ordinance.
#J-18808-Ljbffr
Job Summary The Manager – Patient Experience Improvement provides strategic development, management, planning and oversight of the organization’s patient experience improvement function, supporting Stanford Children’s Health’s mission and vision. Reporting to the Executive Director of Patient Experience, the position collaborates on and leads various patient experience initiatives, drives success in overall human experience, and manages the patient experience improvement team.
Responsibilities
Develop strategic development/business plans that ensure patient and family‑centered care and continuous performance improvement related to patient satisfaction metrics.
Determine goals and priorities with senior executives and key stakeholders, providing analysis and strategic direction for programs related to patient experience and service efforts.
Direct, develop, implement, promote and evaluate inpatient and outpatient patient care experience programs, strategies, and initiatives across an area in alignment with the area’s business strategy and our family‑centered care model.
Identify, develop and lead strategic innovation initiatives to execute world‑class patient experience.
Provide project management for the delivery and execution of projects; liaise and collaborate with stakeholders to plan and scope projects, assign resources, communicate and negotiate timelines, monitor performance and report outcomes.
Develop and contribute to policies in the Office of Patient Experience and ensure compliance with policies and procedures throughout the organization.
Build and maintain collaborative relationships to drive engagement and success in overall human experience and related outcomes metrics.
Work synergistically with all other performance improvement programs and organizational goals.
Manage the ongoing measurement of and reporting of all patient experience data across Stanford Children’s Health and the resources for patient experience data.
Partner with operational and clinical leadership teams to develop, refine, and execute operational goals and drive performance metrics that impact patient experience.
Collaborate with and facilitate coaching, training, and mentoring for select areas and/or departments to develop and implement strategies and action plans emphasizing culture and improving the patient experience.
Foster the patient and family‑centered care and PCARES culture that encourages teammate contribution, respect, and support of all individuals.
Develop new training resources for staff to acquire skills toward achieving behavioral, communication and service‑driven goals, including PCARES standards.
Collaborate with Training & Organizational Development to ensure all staff receive appropriate onboarding and refreshers on expectations, skills, and evaluation of patient experience and PCARES practices.
Monitor, research, and analyze industry disruptors and trends, economics underlying new program proposals and other strategic initiatives.
Gather, evaluate, and analyze data from primary and secondary sources; summarize and present findings, develop methodologies for tracking and reporting actual performance of new initiatives, generate hypotheses, analytic approaches, and work plans at the department and service level.
Identify national best‑practice service excellence and patient‑centered care strategies to enhance the patient experience.
Serve as expert resource on all patient care experience initiatives and patient satisfaction report data.
Report regularly to leadership regarding metrics and initiative status.
Provide leadership areas with analytical and trending reports to track facility performance on patient satisfaction metrics and support performance improvement recommendations.
Manage the design and implementation of patient experience assessment tools.
Plan and facilitate Patient Experience Steering Committees and other related forums.
Oversee the Patient Experience Improvement team members and all responsibilities of those positions.
Manage vendors and oversee all phases of vendor and consultant work to ensure timely achievement of project objectives and deliverables.
Fulfill key management responsibilities for the functional area (e.g., budgeting, human resources, compliance, and quality assurance).
Minimum Qualifications
Education: Bachelor’s degree in healthcare, marketing, business or a related discipline from an accredited college or university.
Experience: Five (5) years of progressively responsible and directly related work experience.
License/Certification: CPXP preferred.
Knowledge
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.
Coaching skill for daily management system implementation.
Strong organizational, prioritization and independent work skills; ability to meet deadlines and deliver projects within scope.
Business analytics capability, including data manipulation, reporting and analysis, and presentation to diverse audiences.
Coaching and training skill for staff at all organizational levels on improvement science principles.
Effective communication at all levels and in complex situations (instructing, persuading, negotiating, conflict resolution, consulting, advising), plus flawless written communication.
Relationship‑building ability with diverse groups inside and outside the organization.
Leadership influence and ability to manage multiple changing priorities.
Knowledge of inpatient and clinic operations and their impact on labor productivity and patient/brand loyalty.
Knowledge of finance, business planning and project management concepts.
Advanced quantitative and qualitative analysis, insight generation and recommendation formulation.
Oral presentation and concise written reporting skills for diverse audiences.
Physical Requirements Physical Requirements and Working Conditions 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 education, experience, knowledge, skills, location, and internal equity. Typically, new team members join at the minimum to mid salary range. Minimum to Midpoint Range (Hourly): $60.34 to $80.04.
Diversity & Equal Opportunity Stanford Medicine Children’s Health strongly values diversity and is committed to equal opportunity and non‑discrimination in all of its policies and practices, including 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, disability, or the perception of any of the above. People of all genders, racial and ethnic groups, 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, in compliance with the San Francisco Fair Chance Ordinance.
#J-18808-Ljbffr