Manager of Patient ExperiencePerformance Improvement

Manager of Patient Experience/Performance Improvement - Wildomar / Murrieta CA

Southwest Healthcare Inland Valley Hospital in Wildomar California is a licensed 122-bed facility accredited by the Joint Commission. It is Southwest Riverside Countys only designated Trauma Center and a county-designated Paramedic Base Station. The hospital performs more than 4000 surgeries a year and has an average of 4000 Emergency Department visits per month. The hospital features a Bariatric Weight-Loss Surgery Center of Excellence and the regions only Total Joint Center.

Southwest Healthcare Rancho Springs Hospital in Murrieta California is a 120 bed acute-care hospital with the regions only Pediatric Emergency Services team (for children 14 and under) provided by board certified Rady Childrens emergency medicine physicians. Rancho Springs Hospital also provides the areas only OB/Emergency Department program which gives expectant mothers 24/7 on-site access to OB/GYN physician coverage. The Childbirth Center at Rancho Springs Hospital is the largest in the region and features spacious family-friendly private suites. Ranchos Neonatal Intensive Care Unit (NICU) is operated by Rady Childrens.

The Performance Improvement /Patient Experience RN Manager will drive and foster a culture of patient-centered care while improving the patient and family experience.

This individual is responsible for translating information received from objective and subjective assessments of patient experience and patient relations into actionable behaviors. This includes identifying PI opportunities and utilizing lean six sigma tools to sharpen our understanding of our customer base examine how multiple teams can provide seamless customer service and proactively improve each customer touch point.

Lead patient experience and performance improvement strategies proactively in collaboration with other leaders and staff at the organization.

This individual is responsible for providing education to and driving best practice among various members of the care team including physicians and clinical and non-clinical staff. Working with multiple teams the position has accountability for formulating summarizing and publishing patient experience survey results and overseeing the complaint and grievance process.

EDUCATION

• Completion of an accredited Registered Nurse program.
• Bachelors degree from an accredited College or University in related field required.
• Masters degree from an accredited College or University in related field preferred.

CERTIFICATIONS/LICENSES

Current California RN License

Certified Patient Experience Professional (CPXP) preferred

Certified Professional in Healthcare Quality (CPHQ) preferred

EXPERIENCE

• Three (3) years of clinical experience in an acute care setting with demonstrated management or leadership abilities
• Experience in patient advocacy or complaint/grievance management preferred.
• One (1) year of quality or performance improvement experience including data analysis and management
• Lean Six Sigma knowledge or certification preferred or will be asked to complete within the first 2 years of employment.

Manager of Patient Experience/Performance Improvement - Wildomar / Murrieta CA