Region Manager Patient Experience

Dignity Health Medical Foundation established in 1993 is a California nonprofit public benefit corporation with care centers throughout California. Dignity Health Medical Foundation is an affiliate of Dignity Health - one of the largest health systems in the nation - with hospitals and care centers in California Arizona and Nevada. Today Dignity Health Medical Foundation works hand-in-hand with physicians and providers throughout California to provide comprehensive health care services to the many communities we serve. As Dignity Health Medical Foundation continues to grow and establish new premier care centers we provide increasing support and investment in the latest technologies finest physicians and state-of-the-art medical facilities. We strive to create purposeful work settings where staff can provide great care while advancing in knowledge and experience through challenging work assignments and stimulating relationships. Our staff is well-trained and highly skilled qualities that are vital to maintaining excellence in care and service.

This role is fully remote / work from home candidates must reside within the state of California

This role supports CommonSpirits mission by enhancing patient experience in ambulatory and virtual care across a designated region. The Patient Experience Region Manager acts as a key liaison implementing and optimizing patient experience initiatives programs and best practices. This ensures alignment with CommonSpirit Healths national strategy.

Collaborating with clinical operations market leadership and quality teams this role translates enterprise strategies into scalable workflows and improved patient/care team engagement. Key responsibilities include consistent application of standards identifying improvement opportunities and helping facilities achieve high patient satisfaction. This results-driven leader helps evaluate and optimize CommonSpirits experience program ensuring consistent high-quality patient experiences throughout the region.

• Drive consistent patient experience practices and apply CommonSpirit standards across the region aligning with
  CommonSpirit Healths mission and strategic objectives.
• Translate strategic priorities into operational standard work.
• Manage the implementation monitoring and evaluation of patient experience programs and initiatives focusing
  on patient/care team engagement communication and service recovery.
• Establish and monitor KPIs identify improvement opportunities through root cause analysis and facilitate
  change to enhance patient experience and operational efficiency within the California region.
• Engage influence and collaborate with local market leadership physicians and teams to optimize patient
  experience foster innovative thinking and drive engagement across the care continuum. Mentor and develop
  leaders in patient experience practices.
• Ensure compliance with patient experience regulations and provide expertise on emerging changes.
• Disseminate national Patient Experience team direction and information ensuring regional and market alignment
  with national strategies and communicating best practices to clinics.
• Provide patient experience orientation and education to new employees across the region.
• Review medical group survey comments especially clinician feedback for service recovery and prepare clinician
  appeal comments.
• Generate and disseminate comprehensive monthly regional performance packets provider scorecards
  urgent/express care reports and quarterly behavioral health/urgent/express care comment summaries.

Minimum Education & Experience Required:

• Bachelors degree or equivalent years of experience required
• Minimum of 5 years of experience in healthcare administration with a proven track record of leadership and process improvement; equivalent experience acceptable.

Other Preferred:

• MBA or MHA degree
• Project Management experience in a healthcare environment preferred including general knowledge of Lean Six Sigma or other process improvement systems. Human- centered design ideal but not required.
• Lean Six Sigma Black Belt Certification (LSSBB)