Manager of Patient Experience / PerformanceImprovement

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

County's only designated Trauma Center and a county-designated

Paramedic Base Station. The hospital performs more than 4,000

surgeries a year, and has an average of 4,000 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 region's

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 area's 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. Rancho's 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. 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.

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