Patient Experience Manager (RN) - Full Time*
About the role
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.
Qualifications
- Completion of an accredited Registered Nurse program.
- Bachelor's degree from an accredited College or University in related field required.
- Master's degree from an accredited College or University in related field preferred.
- Current California RN License.
- Certified Patient Experience Professional (CPXP), preferred.
- Certified Professional in Healthcare Quality (CPHQ), preferred.
- 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.
- Leverage Lean Six Sigma knowledge or certification preferred or will be asked to complete within the first 2 years of employment.
Benefits
- Challenging and rewarding work environment.
- Competitive Compensation & Generous Paid Time Off.
- Excellent Medical, Dental, Vision and Prescription Drug Plans.
- 401(K) with company match and discounted stock plan.
- SoFi Student Loan Refinancing Program.
- Career development opportunities within UHS and its 300+ Subsidiaries!
- More information is available on our Benefits Guest Website: benefits.uhsguest.com
About Universal Health Services
Headquartered in King of Prussia, PA, Universal Health Services, Inc. (NYSE: UHS) is one of the nation’s largest and most respected providers of hospital and healthcare services. Since our founding in 1979, UHS has grown steadily into a premier Fortune 500® corporation perennially recognized by multiple esteemed national rating entities. Through its subsidiaries, UHS operates inpatient acute care facilities, inpatient behavioral health facilities, outpatient and other facilities, nationwide virtual behavioral health services, an insurance offering, a physician network and various related services with physical locations in the U.S., Puerto Rico, Ireland and United Kingdom.
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EEO Statement
All UHS subsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. UHS subsidiaries are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state or local laws.