Program Manager, Risk Management & Patient Experience

Centered in the heart of San Joaquin County, Adventist Health Lodi Memorial has been one of the area's leading healthcare providers since 1952. We are comprised of a 190-bed hospital, 17 medical offices, home care services, comprehensive cancer care and a vast scope of award-winning services located throughout Lodi and the surrounding areas. Lodi is known for its small-town charm, extensive vineyards and delicious local restaurants and bakeries. The allure of Lodi's close-knit community is complimented by its proximity to major metropolitan cities in the Bay Area and Sacramento, as well as a quick drive to Lake Tahoe or the Northern California coast.

Job Summary:

The Program Manager oversees initiatives related to risk management and patient experience to ensure the continual assessment, improvement, and implementation of strategies that enhance organizational performance, patient satisfaction, and safety. This role focuses on aligning organizational goals with regulatory compliance and quality care standards. The Program Manager supports the adherence to policies, while fostering a culture of safety, patient-centered care, and innovation.

Job Requirements:

Education and Work Experience:

• Bachelor’s Degree or equivalent combination of education and experience: Required
• Master's degree: Preferred
• Five years of technical experience: Preferred
• One year of leadership experience: Preferred

Essential Functions:

• Develop and implement risk management and patient experience initiatives to align with organizational goals. Facilitate the identification and resolution of risks related to patient care and safety, ensuring compliance with applicable regulations and standards.
• Analyze and interpret patient experience metrics, identifying areas for improvement and implementing targeted interventions. Provide consultation to departments to prioritize patient experience and risk management goals. Collaborate with clinical and operational leaders to address challenges and streamline processes. Lead projects related to safety event management, regulatory compliance, and patient satisfaction initiatives. Oversee reporting, preparation of materials, and submissions related to regulatory requirements.
• Safeguards materials obtained or developed for root cause analysis to ensure documents/proceedings are protected from discovery. Initiates and monitors efforts to preserve evidence, i.e., surveillance video, equipment memory, etc., and/or litigation holds. Coordinates investigation/reporting of incidents in accordance with the Safe Medical Devices Act and organizational requirements. Maintains hospital-wide occurrence reporting system.
• Identifies and communicates trends in patient complaints, patient service programs and risk management issues to department director. Ensures efficient/effective occurrence review and claim file management. Functions as an internal/external liaison in managing potential/actual claims against the organization. Ensures departmental support/participation in the Patient Safety process by evaluating individual files/trend data for compliance/regulatory requirement issues.
• Provides risk management information on medical/allied health staff to medical staff services for use in the credentialing process. Collaborates and communicates with department managers, front line staff, and patients to identify process flow areas affecting the patient experience. Implements various assessment tools (surveys, focus groups) to identify patient needs, experience and expectations and reviews patient responses.
• Performs other job-related duties as assigned.

Organizational Requirements:

Adventist Health is committed to the safety and wellbeing of our associates and patients. Therefore, we require that all associates receive all required vaccinations, including, but not limited to, measles, mumps, flu (based on the seasonal availability of the flu vaccine typically during October-March each year), COVID-19 vaccine (required in CA, HI and OR) etc., as a condition of employment, and annually thereafter. Medical and religious exemptions may apply.

Adventist Health is a faith-based, nonprofit, integrated health system serving more than 90 communities on the West Coast and Hawaii with over 400 sites of care, including 26 acute care facilities, clinics, home care, and hospice agencies in both rural and urban communities. Our compassionate and talented team of 37,000 includes employees, physicians and volunteers driven in pursuit of one mission: living God's love by inspiring health, wholeness and hope.