Patient Experience Program Manager

Administrative

Patient Experience Program Manager

25157

Skagit Valley Hospital

This job is responsible for providing professional expertise, coaching and guidance to employees, healthcare providers and leadership in support of the creation of a strong and sustainable culture of patient-centered care that helps to deliver on Skagit Regional Health’s (SRH) mission to continually improve the health of our communities serving with compassion and respect, one person at a time. Work focuses on change that will bring about positive patient experience, heightened employee engagement, and greater competitive advantage. Inasmuch as patient experience is a mission-critical key to the future success of the organization, work goes beyond clinical experience of care to all interactions and touch points, with focus on alignment across all segments of the continuum and the spaces in between. Works effectively and cooperatively within the workplace. Location/Department specific tasks and competencies may apply. The information described in this job description has been designed to indicate the general nature of the work performed. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Salary Range: $31.77/hr to $47.66/hr DOE Skagit Regional Health offers a comprehensive benefit package including medical, dental, vision, 457b/401a (retirement), long term disability, and paid time off to all employees holding an FTE of 20 or more hours per week. Eligible employees also receive sick time pay.

Work duties include: 1) serving as liaison and coach with clinical operation leaders to understand needs, facilitate improvements and lead to engagements that are optimal for both the patient and organization; 2) Responsibility to provide data related to patient experience to department leaders; 3) communicating best practices for improving patient experience/satisfaction results; and 4) raising awareness of the patient experience to facilitate cultural change. The Patient Experience Program Manager will personally round on patients and is responsible for coordinating patient rounding efforts at the SRH hospitals and clinics to observe current services/processes, gather service-related data from staff/patients, and to provide training/feedback based on best practices and/or new organizational initiatives. Instill in the organization an understanding of the criticality of patient experience. Provides oversight regarding patient experience data collection, tracking, distribution and communication. Focuses the organization on reforming behavior and coaching leaders to align them better with patient needs. Familiarity with change management in highly complex environment. Drafts, recommends and updates all policies regarding patient experience. Works with contracted vendor to administer CMS CAHPS surveys. Researches, reviews, and coach best practices for patient experience throughout the organization. Ability to communicate effectively verbally and in writing, with all levels of the organization. Maintain ability to effectively utilize Microsoft Office (Outlook) and department specific software applications to perform work. Complete all mandatory learning requirements in a timely manner. Attend and actively participate in all department, team and/or committee meetings. Comply with all SRH, department and location specific policies and procedures. Perform other duties as assigned by Supervisor or designee.

Bachelor’s degree in Nursing, Health Administration, Business Administration, Organizational Development, Public Health or related field and five years of related work experience that demonstrates the attainment of the requisite job knowledge, skills/abilities or any equivalent combination of education and experience which provides the required knowledge, skills and abilities to perform the essential functions of the position required. Master’s degree in a related field is preferred.

Minimum of five years’ experience in healthcare with at least two years of progressive management or the equivalent and experience with change management, and lean six sigma principles working in a highly complex, integrated health system.

Current Licensure as a Registered Nurse in the state of Washington is strongly preferred. Current Certified Patient Experience Professional preferred.

Advanced knowledge of various CAHPS surveys; patient experience tools, the field of consumer research, and compliant and grievance management. Knowledge of lean six sigma principles to enhance and improve patient experience. Understand health care financial and statistical data and possess good analytical abilities with attention to detail.