Patient Experience Program Manager

About the role

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Day - 08 Hour (United States of America)

This is a Stanford Health Care job.

A Brief Overview

The Patient Experience Program Manager supports the strategic identification and development of key digital and non-digital experience initiatives. The Patient Experience Program Managers works with a cross-functional team in developing strategies and business cases, structuring partnerships, and driving strategic initiatives to drive exceptional patient, physician, and staff experiences at Stanford Health Care.

Locations

Stanford Health Care

What you will do

• Drive management and execution of programs with a focus on achieving goals related to patient, family and member experience.
• Manage various types of online projects associated with evolving patient and family experiences such as modeling personas, design, content, analysis, testing, and voice of the customer.
• Work with key operational and technical stakeholders to define requirements, develop and maintain efficient processes, educate colleagues on the feasibility of projects, and work with functional leads to implement process change when needed.
• Collaborate with the technology organization to deliver projects leveraging design thinking methodology.
• Work with Marketing to integrate the brand strategy into a dynamic, personalized experience.
• Partner with stakeholders to design and build in-platform surveys, programs, and dashboards to support broad patient experience programs.Serve as primary liaison and point of contact between the hospital and selected vendor(s) as needed for ongoing program endeavors, and support vendor relationship for the hospital.
• Design and prepare presentation reports that provide senior management, physician constituencies and other hospital executives with summarized data trends and progress toward achieving program goals.
• Identify opportunities for process improvement and recognize and use synergies from other projects to design creative solutions for technological and non-technological problems as well as identify future projects.
• Participates in Department activities including enhanced content development for department tools and methodologies, and synthesize new content gathered from external resources and conferences.
• Provide program leadership for large strategic and cross-functional improvement programs for executive stakeholders, departments, and project team members by defining strategic intent of programs and overseeing deliverable development to ensure project goals are met.

Education Qualifications

• Bachelor's degree in a work-related discipline/field from an accredited college or university
• Master's degree in health care administration or related field preferred

Experience Qualifications

• Three (3) years of progressively responsible and directly related work experience

Required Knowledge, Skills and Abilities

• Knowledge of industry trends related to the patient experience
• Knowledge of the patient, family and caregiver path through the health system and how to identify key pain points
• Knowledge and experience in facilitating multi-disciplinary teams to determine solutions to recurring challenges
• Ability to maintain confidentiality of sensitive verbal and written information
• Ability to analyze operational and procedural problems and develop, recommend and evaluate proposed solutions
• Ability to communicate effectively at all organizational levels and in situations requiring instructing, persuading, negotiating, conflict resolution, consulting and advising as well as prepare clear, comprehensive written and oral reports and materials
• Able to prioritize and drive to results with a high emphasis on quality
• Ability work effectively both as a team player and leaderAbility to master new software, tools, and workflows quickly to serve as the internal Subject Matter Expert (SME); design user guides, lead live training sessions, and coach employees to ensure seamless organizational adoption.
• Demonstrated success in independently planning and managing multiple projects and reevaluating priorities in a self-directed manner and meeting challenging deadlines, and be willing to work long and flexible hours during peak project times to get the job done
• Top-notch data analysis, presentation skills, problem solving, attention to detail and accuracy, operations, project management, interviewing, consulting, and team-facilitation expertise is assumed.Experience working with Qualtrics is preferred.
• Ability to conduct complex analysis combining data with operational insight to help explain changes in patient experience

Licenses and Certifications

• None

These principles apply to ALL employees: SHC Commitment to Providing an Exceptional Patient & Family Experience

• Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families.
• Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other.
• C-I-CARE is the foundation of Stanford's patient-experience and represents a framework for patient-centered interactions.
• Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.

You will do this by executing against our three experience pillars, from the patient and family's perspective:

• Know Me: Anticipate my needs and status to deliver effective care
• Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
• Coordinate for Me: Own the complexity of my care through coordination

Pay and benefits

Base Pay Scale: Generally starting at $68.52 - $90.78 per hour

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.