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.

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. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility entailed.

• Employees must abide by all Joint Commission requirements including, but not limited to, sensitivity to cultural diversity, patient care, patients’ 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.
• Employees must perform all duties and responsibilities in accordance with the C-I-CARE Standards of the Hospital. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions.
• C-I-CARE
  • Executes world class practices of service and patient care in support of C-I-CARE standards.
  • Uses C-I-CARE templates and the following components for all communication with patients and staff:
    • CONNECT with people by calling them their proper name, or the name they prefer (Mr., Ms., Dr.)
    • INTRODUCE yourself and your role
    • COMMUNICATE what you are going to do, how long it will take, and how it will impact the patient
    • ASK permission before entering a room, examining a patient or undertaking an activity
    • RESPOND to patient’s questions or requests promptly; anticipate patient needs
    • EXIT courteously with an explanation of what will come next.

• 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.

Job Qualifications:

Education Required:

Minimum: Bachelor’s Degree in related field

Preferred: Master’s degree in health care administration or related field

Experience Required:

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

License/Certification:

Required: None

These are the observable and measurable attributes and skills required to perform successfully the essential functions of the job and are generally demonstrated through qualifying experience, education, or licensure/certification.

• 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.