Job Summary:

The Systems Patient Experience Program Manager is responsible for managing the operations and improvement program of the AH Patient Experience Department. Working with the AH Patient Experience Director and AH Market Leadership, the manager develops and implements strategic best practices in the most effective manner across the regions. This role provides consulting and coaching to leaders in the best practices for patient experience. It requires solid knowledge of functional best practices and critical thinking to improve process, influence and manage change. This position leads or participates in the planning of regional and major system events including conferences and strategic forums. As a leader in implementing improvements in patient experience, this role requires a strong working knowledge of effective reporting and interpretation of survey results, along with an understanding of statistical concepts. This position 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 (BSN): Preferred
• Master's Degree in Nursing, Clinical Nurse Specialist or Nurse Practitioner: Preferred
• Registered Nurse: Preferred
• Five years' experience as an RN: Preferred
• Two year's clinical leadership experience: Preferred

Licenses/Certifications:

• Certified Patient Experience Professional within 2 years of hire: Preferred

Essential Functions:

• Working with the AH Patient Experience team, manages the patient experience program for the Adventist Health system. Works closely with leaders at markets to develop and implement patient experience programs and processes to ensure effectiveness in achieving system progress. Actively participates in strategic planning for patient experience system-wide. Demonstrates strong project management skills, and effectively develops and monitors project workplans to completion. Leads committees/efforts and leverages best practices across Adventist Health. Influences accountability, working closely with market and senior leadership on the best approach, including performance review/patient experience performance review committees.
• Working with other managers, consults with leadership at assigned markets, and mentors leaders, physicians and staff at all levels in best practices for patient and family experience. Collaborates with executives and leaders in the field to create and oversee unit/department level action plans to drive improvement. Organizes consulting priorities in a strategic manner, and pro-actively works with executives to ensure focus on the most critical areas for patient experience improvement. Leads measurable improvement based on goals established with AH Patient Experience leadership.
• Working with other managers, develops strategic recommendations for curriculum to support patient experience improvement initiatives across the continuum of care, including innovative approaches for delivery. Coaches and conducts engaging training classes and meetings as needed in support of key initiatives. Working with department leaders, contributes to the educational content planning of patient experience committees, forums and workshops throughout the year.
• Analyzes and interprets performance metrics related to patient experience and process improvement. Clearly communicates data to support leadership decision making.
• Understands and stays current on CMS CAHPS requirements, Value Based Purchasing, & CAHPS survey processes, results and statistical significance, and articulates them in a written or oral mode to all levels of the organization. Maintains knowledge of current research data to support best practices for the delivery of patient experience.
• 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 as a condition of employment and annually thereafter, where applicable. Medical and religious exemptions may apply.