Pat Rel Mgr 2

Job Description
The Patient Experience Improvement Director is responsible for providing core program and operational management and direction related to patient experience improvement at UCSF Health. Responsibilities include program direction and administration associated with planning development implementation evaluation and responsiveness to the varied and changing priorities of a high profile dynamic and demanding environment to improve patient experience across UCSF Health. This includes but is not limited to leading performance and operational improvement projects coordinating development and training programs leading trainings and assisting with department(s) specific program development and implementation.

Performs job responsibilities in a professional and collaborative manner that promotes a team concept that reflects the mission vision and values of UCSF Health. Recommends and facilitates experience improvements ensuring alignment with organizational strategy True North goals and Lean principles. Applies knowledge of organizational effectiveness business process and strategic planning for projects that involve diverse stakeholders. Exercises judgment in selecting methods techniques and evaluation criteria for obtaining results and desired outcomes.

The final salary and offer components are subject to additional approvals based on UC policy.

Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union placement within the salary range will be guided by the rules in the collective bargaining agreement.

The salary range for this position is $124400 $291600 (Annual Rate).

To learn more about the benefits of working at UCSF including total compensation please visit: degree in related area and / or equivalent experience

Five 5 years of relevant experience

In depth knowledge of patient experience concepts

Strong knowledge of industry trends

Thorough knowledge of financial analysis and reporting techniques; human resources and risk management planning; accounting and payroll

Advanced leadership and managerial skills with the ability to create and maintain a climate of collaboration and trust for effective problem solving conflict resolution and achievement of objectives

Advanced knowledge of information technology specific to patient experience and related functions

Advanced verbal written and interpersonal communication

Advanced problemsolving skills to evaluate complex issues and identify options for resolution when no precedent exists

Demonstrated analytical and conceptual thinking

Strong active listening skills

Excellent project management skills

Skills to develop and integrate programs and organize workflow improvements

Interpersonal and diplomacy skills to maintain professional relationships

Ability to collaborate with senior management to develop and implement new programs set objectives and track progress

Ability to work collaboratively and promote others soliciting and incorporating their ideas when appropriate

Ability to motivate influence and persuade

• Attention to Detail

Equal Employment Opportunity
The University of California San Francisco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin age protected veteran or disabled status or genetic information.

Department Description
The UCSF Health Experience Excellence Division is charged with being a key influencer visioning leading and collaborating with UCSF Health teams to help the organization measure understand and improve the patient and family experience of care at UCSF Health. Our team exists to drive excellence in the human experience of healthcare by advancing a culture of caring and empathy providing evidencebased tools for improvementand partnering with our patients families and the UCSF healthcare team to deliver measurable outcomes. The Division consists of the Patient Experience Improvement department which oversees UCSF Healths patient experience improvement efforts patient experience research and patient communications. The Division also includes the following operational departments: Patient Relations Decedent Affairs Spiritual Care and Pastoral Education Interpreter and Language Services Volunteer Services and Guest Services.


About UCSF
At UCSF Health our mission of innovative patient care advanced technology and pioneering research is redefining whats possible for the patients we serve a promise we share with the professionals who make up our team.

Consistently ranked among the top 10 hospitals nationwide by U.S. News & World Report UCSF Health is committed to providing the most rewarding work experience while delivering the best care available anywhere. In an environment that allows for continuous learning and opportunities for professional growth UCSF Health offers the ideal atmosphere in which to best use your skills and talents.

Pride Values
UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism respect integrity diversity and excellence also known as our PRIDE values.

In addition to our PRIDE values UCSF is committed to equity both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community nurturing a culture that is welcoming and supportive and engaging diverse ideas for the provision of culturally competent education discovery and patient care. Additional information about UCSF is available at

Join us to find a rewarding career contributing to improving healthcare worldwide.