Job Description

The Patient Experience Program Manager possesses leadership skills, sound organizational and analytical skills, and actively engages with their colleagues to coordinate and provide patient and family centered care at Keck Medicine of USC. In addition, the Patient Experience Program Manager will assist in the long range planning and managing of the activities centered on our colleagues, providers and our patients and their families. The position will support the achievement of high level patient satisfaction and service excellence throughout the organization.

The USC Care Patient Experience Manager has a wide range of responsibilities aimed at improving and maintaining the overall experience of patients, families and caregivers when interacting with USC Care team members. This position serves a vital role in shaping, influencing, and promoting the human experience for USC Care. The human experience includes creating a positive and supportive work environment that promotes the well-being, satisfaction, and professional growth of USC Care team members, ultimately contributing to improved patient care and organizational success. In this role, the manager will work to improve and maintain the overall experience patients have when interacting with the USC Care ambulatory team, and to focus on enhancing the overall experience and well-being of the patients, team members and providers.

Essential Duties:

• Patient-Centered Care 1. Developing and promoting a culture of Patient-Centered by creating and implementing strategies that prioritize patient satisfaction, comfort, and overall experience throughout patient, family, or caregiver interactions with USC Care ambulatory locations. 2. Advocating for and promoting a culture within the organization that prioritizes patient satisfaction, safety, and well-being. 3. Supports training efforts for USC Care team members and providers on patient-centered care principles, effective communication techniques, empathy training, and best practices for enhancing patient experience. This includes regularly visiting ambulatory care clinics, completing observations, provide just in time feedback, and utilize observations to determine future training content.
• Complaints & Grievances 1. Collecting and analyzing patient feedback through surveys, interviews, focus groups and other channels to identify areas needing improvement and areas of strength. 2. Addressing patient concerns and complaints in a timely and compassionate manner, ensuring that patient feedback is taken seriously and used constructively to improve services.
• Quality Improvement 1. Working with healthcare providers and staff to develop and implement initiatives aimed at improving patient satisfaction and experience, such as enhancing communication, reducing wait times, and improving the physical environment. 2. Collecting and analyzing employee feedback through surveys, focus groups, and other methods to identify areas for improvement and measure the effectiveness of human experience initiatives. 3. Leveraging technology and data analytics to track patient experience metrics, identify trends, and measure the impact of improvement initiatives. 4. Ensuring that patient experience initiatives comply with healthcare regulations, privacy laws, and institutional policies. 5. Staying informed about industry trends, best practices, and benchmarks related to patient experience, and implementing evidence-based strategies accordingly.
• Collaboration 1. Working closely with various departments and leaders across the organization to ensure a coordinated approach to enhancing patient experience and to align human experience initiatives with organizational goals and strategic priorities. 2. Working with department heads and supervisors to help shape performance management tools that provide constructive feedback, assist with goal setting, and foster career development opportunities for staff. 3. Building relationships with healthcare professionals, community organizations, and stakeholders to enhance collaboration and support initiatives that benefit the care team.
• Training & Development: 1. Cultivating a supportive organizational culture that promotes teamwork, collaboration, respect, and inclusivity among patients, caregivers, team members and providers. 2. Overseeing training programs and professional development initiatives to enhance the skills, knowledge, and satisfaction of USC Care staff and providers as it relates to patient experience. 3. Developing and implementing strategies to foster a positive and engaging work environment that supports the well-being and satisfaction of USC Care staff and providers. 4. Developing and administering recognition programs to acknowledge and celebrate the contributions and achievements of USC Care staff and providers.
• Performs other duties as assigned or requested.

Required Qualifications:

• Req Masters degree Degree in a related field.

• Req 5 years Experience in patient/customer relations which includes experiences in successfully developing and creating strategies to improve patient/customer experience in healthcare and/or hospitality field.
• Req 2 years Demonstrated achievements in leading, implementing, improving and maintaining patient/family satisfaction programs across the continuum of care with exceptional results.

• Req Diplomatic approach to problem solving.
• Req Strong interpersonal skills (oral and written), facilitation skills, coaching and mentoring, and presentation skills.
• Req Excellent verbal and written communication and analytical skills.
• Req Ability to develop action plans for multidisciplinary perspectives.
• Req Proficient in team building, conflict resolution, group interaction and dynamics, project management, cost effectiveness and budget management.
• Req Proficient skills in computer and applications.

Preferred Qualifications:

• Pref Certification - Job Relevant Certified Patient Experience Professional certification obtained within one year of hire.

Required Licenses/Certifications:

• Req Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)

The annual base salary range for this position is $68,640.00 - $112,370.00. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidates work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.

About University of Southern California (USC)

USC is the leading private research university in Los Angeles—a global center for arts, technology and international business. With more than 47,500 students, we are located primarily in Los Angeles but also in various US and global satellite locations. As the largest private employer in Los Angeles, responsible for $8 billion annually in economic activity in the region, we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills across a variety of academic and professional schools and administrative units. As a USC employee and member of the Trojan Family—the faculty, staff, students, and alumni who make USC a great place to work—you will enjoy excellent benefits, including a variety of well-being programs designed to help individuals achieve work-life balance.

Connections working at University of Southern California (USC)

Job Tags

Full time, Work experience placement, Local area,

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