Manager, Patient Experience (Market)

Centered in the heart of Yuba-Sutter County, Adventist Health and Rideout has been one of the area's leading healthcare providers since 1907. We are comprised of a 221-bed hospital, 21 physician clinics, home care services, comprehensive cancer care and a vast scope of award-winning services located throughout Marysville and the surrounding areas. The allure of Marysville's community is complimented by its proximity to major metropolitan cities in the Bay Area and Sacramento, as well as just a quick drive to Lake Tahoe.

Job Summary:

Manages the operations and improvement program of the market patient experience department. Works within the AH system patient experience team and with AH market leadership, the manager implements strategic best practices in the most effective manner within the market. Provides consulting and coaching to leaders, and frontline associates in improving patient experience/patient and family engagement. Uses experience and knowledge of functional best practices and critical thinking to improve process, influence and manage change. Leads and/or participates in the planning of market events including conferences and strategic forums. Uses strong working knowledge of effective reporting and interpretation of survey results, along with an understanding of statistical concepts. Serves as a change agent for Adventist Health and requires strong experience in process improvement, along with a proven track record of leading others.

Job Requirements:

Education and Work Experience:

• Bachelor’s Degree in nursing or equivalent combination of education/related experience: Required
• Master's Degree: Preferred
• Five years' experience as an RN: Preferred
• Experience in a clinical leadership role: Preferred
• One year leadership experience: Preferred

Licenses/Certifications:

• Registered Nurse (RN) licensure in the state of practice: Required
• Certified Patient Experience Professional within 18 months of hire: Required

Essential Functions:

• Collaborates with system and market leadership to lead measurable patient experience improvement based on patient experience goals. Contributes to the strategic plan leveraging industry and evidence-based best practices. Works closely with leaders, vendors, physicians and associates, to ensure behavior consistent with a culture of service. With patient experience leadership, develops consulting methods, mentoring approach, and standard feedback mechanisms for use with leaders, physicians and associates. Leads and/or actively participates in committees related to patient experience activities. Actively promotes listening, engagement, and partnership with patients and family to understand the voice of the customer.
• Manages, coordinates, and implements patient experience activities based on goals and strategic plan. Collaborates with leaders to create and oversee unit/department level action plans to drive improvement. Leverages the power of story and patient comments to advance patient experience improvement. Provides on-going story contribution. Demonstrates strong project management skills, and effectively develops and monitors project workplans to completion. Evaluates effectiveness of program. Mentors leaders, physicians and associates at all levels in best practices for patient and family experience. Seeks out system standards for patient experience initiatives, strives for consistency and leverages work product of the AH Patient Experience team. Demonstrates expertise on tactics and tools in place at markets to support the entrenchment of best practice. Provides recognition of individuals and teams for success.
• Develops curriculum necessary to support patient experience improvement initiatives in the clinical and non-clinical fields across the continuum of care. Engages in the development and deployment of consistent education using innovative and effective training approaches and demonstrates sound knowledge of adult learning methods. Conducts engaging training classes and meetings as needed in support of key initiatives. Adheres to system standards for education on patient experience initiatives, strives for consistency, and leverages work product of the AH system patient experience team. Ensures all educational materials and approach leveraged at assigned campus(es) meets system standards for consistent message, templates and professionalism.
• Provides leadership with monitoring, translation, and utilization of patient experience data. Reports data to leaders and frontline associates in accessible manner to promote understanding and encourage performance improvement.
• Understands and stays current on CMS CAHPS requirements, value based purchasing, survey processes, results and statistical significance. Actively seeks knowledge of current research data a