Manager - Patient

At Lucile Packard Children’s Hospital Stanford, world‑renowned care begins with world‑class caring. We combine advanced technologies and breakthrough discoveries with family‑centered care, providing our caregivers with continuing education and state‑of‑the‑art facilities. We need caring, committed people on our team—like you—to help heal humanity, one child and family at a time.

The Manager – Patient Experience Improvement provides strategic development, management, planning and oversight of the organization’s patient experience improvement function, supporting Stanford Children’s Health’s mission and vision. Reporting to the Executive Director of Patient Experience, the position collaborates on and leads various patient experience initiatives, drives success in overall human experience, and manages the patient experience improvement team.

• Develop strategic development/business plans that ensure patient and family‑centered care and continuous performance improvement related to patient satisfaction metrics.
• Determine goals and priorities with senior executives and key stakeholders, providing analysis and strategic direction for programs related to patient experience and service efforts.
• Direct, develop, implement, promote and evaluate inpatient and outpatient patient care experience programs, strategies, and initiatives across an area in alignment with the area’s business strategy and our family‑centered care model.
• Identify, develop and lead strategic innovation initiatives to execute world‑class patient experience.
• Provide project management for the delivery and execution of projects; liaise and collaborate with stakeholders to plan and scope projects, assign resources, communicate and negotiate timelines, monitor performance and report outcomes.
• Develop and contribute to policies in the Office of Patient Experience and ensure compliance with policies and procedures throughout the organization.
• Build and maintain collaborative relationships to drive engagement and success in overall human experience and related outcomes metrics.
• Work synergistically with all other performance improvement programs and organizational goals.
• Manage the ongoing measurement of and reporting of all patient experience data across Stanford Children’s Health and the resources for patient experience data.
• Partner with operational and clinical leadership teams to develop, refine, and execute operational goals and drive performance metrics that impact patient experience.
• Collaborate with and facilitate coaching, training, and mentoring for select areas and/or departments to develop and implement strategies and action plans emphasizing culture and improving the patient experience.
• Foster the patient and family‑centered care and PCARES culture that encourages teammate contribution, respect, and support of all individuals.
• Develop new training resources for staff to acquire skills toward achieving behavioral, communication and service‑driven goals, including PCARES standards.
• Collaborate with Training & Organizational Development to ensure all staff receive appropriate onboarding and refreshers on expectations, skills, and evaluation of patient experience and PCARES practices.
• Monitor, research, and analyze industry disruptors and trends, economics underlying new program proposals and other strategic initiatives.
• Gather, evaluate, and analyze data from primary and secondary sources; summarize and present findings, develop methodologies for tracking and reporting actual performance of new initiatives, generate hypotheses, analytic approaches, and work plans at the department and service level.
• Identify national best‑practice service excellence and patient‑centered care strategies to enhance the patient experience.
• Serve as expert resource on all patient care experience initiatives and patient satisfaction report data.
• Report regularly to leadership regarding metrics and initiative status.
• Provide leadership areas with analytical and trending reports to track facility performance on patient satisfaction metrics and support performance improvement recommendations.
• Manage the design and implementation of patient…