Manager - Patient

Overview

At Lucile Packard Children’s Hospital Stanford, we know world-renowned care begins with world-class caring. That's why we combine advanced technologies and breakthrough discoveries with family-centered care. It's why we provide our caregivers with continuing education and state-of-the-art facilities, like the newly remodeled Lucile Packard Children's Hospital Stanford. And it's why we need caring, committed people on our team - like you.

Join us on our mission to heal humanity, one child and family at a time.

Job : LP_

This paragraph summarizes the general nature, level and purpose of the job.

The Manager - Patient Experience Improvement provides strategic development, management, planning and oversight of the organization's patient experience improvement function with efforts and related programs and activities to support Stanford Children's Health's mission and vision. Reporting to the Executive Director of Patient Experience, this position also collaborates on and leads various patient experience initiatives and drives its success in overall human experience and manages the patient experience improvement team.

Develops, implements, promotes and evaluates inpatient and outpatient patient care experience programs, strategies, and initiatives across an area and in alignment with area's business strategy and family centered care model. Works in synergy with all other performance improvement programs and organizational goals. Provides direction and training on patient care experience to managers and professional staff in the inpatient and outpatient setting.

The goal of these efforts is to foster and drive a culture and standard of care that builds upon the organization's outcomes, improves patient satisfaction, and strengthens brand loyalty.

The essential functions listed are typical examples of work performed by positions in this job classification. They are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Employees may also perform other duties as assigned.

Employees must abide by all Joint Commission Requirements including but not limited to sensitivity to cultural diversity, patient care, patient rights and ethical treatment, safety and security of physical environments, emergency management, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs, sustaining compliance with National Patient Safety Goals, and licensure and health screenings.

Must perform all duties and responsibilities in accordance with the hospital's policies and procedures, including its Service Standards and its Code of Conduct.

• Develops strategic development/business plans, which ensures patient and family centered care and continued performance improvement related to patient satisfaction metrics.
• Determines goals and priorities with senior executives and key stakeholders, provides analysis and strategic direction for programs related to patient experience and service efforts.
• Directs, develops, implements, promotes and evaluates inpatient and outpatient patient care experience programs, strategies, and initiatives across an area and in alignment with the area's business strategy and our family centered care model.
• Identifies, develops and leads strategic innovation initiatives to execute world-class patient experience.
• Provides project management for the delivery and execution of projects; serves as the liaison and collaborates with stakeholders to plan and scope projects, assign resources, and communicates and negotiates timelines to ensure expectations and commitments are met; monitors project performance and reports outcomes.
• Develops and contributes to policies in the Office of Patient Experience and ensures compliance with policies and procedures throughout the organization.
• Builds and maintains collaborative relationships to drive engagement and success in overall human experience and related outcomes metrics.
• Works in synergy with all other performance improvement programs and organizational goals.
• Manages the ongoing measurement of and reporting of all patient experience data across Stanford Children's Health and the resources for patient experience data.
• Partners with the operational and clinical leadership teams to develop, refine, and execute operational goals and to drive performance metrics that impact patient experience.
• Collaborates with and facilitates coaching, training and mentoring for select areas and/or departments including/involving senior leadership, department managers, and frontline staff to develop and implement strategies and action plans to emphasize culture and improve the patient experience.
• Fosters the patient and family centered care and PCARES culture that encourages teammate contribution, respect, and support of all types of individuals.
• Develops new training resources for staff to successfully acquire skills towards achieving…