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Day - 08 Hour (United States of America)

This is a Stanford Health Care job.

A Brief Overview

The Manager of Patient Experience Programs provides leadership, expertise, coaching, and facilitation of C-I-CARE and patient experience related activities to support the Stanford Hospital & Clinics (SHC) and University Healthcare Alliance (UHA) mission and vision. The focus of this role includes management and continuous improvement of the C-I-CARE program, measurement and communication of patient experience related feedback (e.g. Press Ganey, HCAHPS, Real-time Feedback), integration of behavioral standards with improvement work and day-to-day operations across SHC/UHA, and partnership development with organization-wide departments and external experts on patient experience initiatives.

Locations

Stanford Health Care

What you will do

• Manages the organizational strategy and goals for patient experience and ensures the development and outcomes of programs that support those strategies and goals.

• Partners with various clinical, technical, and operational departments within SHC and UHA to align and integrate patient experience initiatives and facilitate the development of an enhanced patient experience and culture of excellence.

• Partners with Performance Excellence Director to maintain collaborative relationships with senior leaders, directors, managers, physicians, School of Medicine, and external stakeholders to meet and exceed patient experience goals.

• Manages the design and implementation of patient experience assessment tools (C-I-CARE Application, Dashboard, patient satisfaction surveys and observations) for SHC and UHA.

• Develops and manages C-I-CARE training curriculum for staff & physicians.

• Collaborates with Training & Organizational Development to ensure all staff receive appropriate on-boarding and refreshers on expectations, skills, and evaluation of C-I-CARE practices.

• Develops communications plans and relevant collateral materials (templates, standard work, intranet) to support the C-I-CARE program and other patient experience initiatives.

• Facilitates monthly C-I-CARE Management Rounds (daytime and evening).

• Facilitates patient experience related forums (e.g. C-I-CARE Steering Committee, Patient Experience Planning Committee, Service Medical Directors) and projects (e.g. Physician Coaching Model, C-I-CARE Spring Training).

• Acquires and adapts patient experience best practices from external professional organizations and experts.

• 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.

Education Qualifications

• Master’s degree in a work related discipline/field from an accredited college or university

Experience Qualifications

• Five (5) years of directly related work experience

Required Knowledge, Skills and Abilities

• Knowledge of patient experience best practices and government regulatory requirements

• Ability to act as both a thought leader and operational expert around process and patient experience transformation

• Skilled in development of training curriculum and materials

• 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 manage multiple changing priorities and work effectively in a team or independent setting

• Skills in information systems management and report design

• Ability to plan, organize, prioritize, work independently and meet deadlines

• Ability to provide leadership and influence others

• Ability to resolve conflicts and/or negotiate with others to achieve positive results; establish and maintain

• Ability to have effective interpersonal relationships

• Knowledge of Microsoft Word, Excel, PowerPoint, Visio, Access, Project, Outlook, and C-I-CARE Application

Licenses and Certifications

• None

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 $68.46 - $90.70 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 (https://stanfordhealthcare.org/about-us/awards.html) and significant events (https://stanfordhealthcare.org/about-us/our-history.html) .