Bachelor's degree in a relevant field; Master's preferred in healthcare administration or related discipline.
Minimum of three years of relevant experience in patient experience or related roles.
Strong understanding of patient journey and identification of pain points.
Experience in leading multi-disciplinary teams to solve complex challenges.
Excellent communication skills for diverse organizational levels and situations.
Proven ability to analyze and resolve operational issues effectively.
Demonstrated ability to prioritize tasks and drive results with a focus on quality.
Responsibilities
Drive execution of programs aimed at enhancing patient, family, and member experiences.
Manage online projects to improve patient and family interactions, including persona modeling and content analysis.
Collaborate with stakeholders to define project requirements and implement process changes.
Work with technology teams to apply design thinking in project delivery.
Integrate brand strategy with patient experience initiatives in collaboration with Marketing.
Prepare and present reports summarizing data trends and program progress to senior management.
Identify process improvement opportunities and leverage synergies from other projects.
Benefits
Opportunity to work in a leading healthcare institution focused on patient experience.
Collaborative work environment with cross-functional teams.
Access to professional development and training resources.
Engagement in strategic initiatives that impact patient care and satisfaction.
Participation in department activities and content development for enhanced methodologies.
Full Job Description
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.
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 to work as part of a team
Licenses and Certifications
None
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.
