Manager of Patient Experience / Performance Improvement

Industry : Healthcare / Health Services - Hospital Administration

Job Category : Medical / Health - Allied

Job Description

The Performance Improvement / Patient Experience RN Manager will drive and foster a culture of patient-centered care while improving the patient and family experience. This individual is responsible for translating information received from objective and subjective assessments of patient experience and patient relations into actionable behaviors. This includes identifying PI opportunities, and utilizing lean six sigma tools to sharpen our understanding of our customer base, examine how multiple teams can provide seamless customer service, and proactively improve each customer touch point. Lead patient experience and performance improvement strategies proactively in collaboration with other leaders and staff at the organization. This individual is responsible for providing education to and driving best practice among various members of the care team including physicians, and clinical and non-clinical staff. Working with multiple teams, the position has accountability for formulating, summarizing and publishing patient experience survey results and overseeing the complaint and grievance process.

Education

Completion of an accredited Registered Nurse program.

Bachelor's degree from an accredited College or University in related field required.

Master's degree from an accredited College or University in related field preferred.

Certifications / Licenses

Current California RN License

Certified Patient Experience Professional (CPXP), preferred

Certified Professional in Healthcare Quality (CPHQ), preferred

Experience

Three (3) years of clinical experience in an acute care setting with demonstrated management or leadership abilities

Experience in patient advocacy or complaint / grievance management, preferred.

One (1) year of quality or performance improvement experience including data analysis and management

Lean Six Sigma knowledge or certification preferred or will be asked to complete within the first 2 years of employment.