University of Southern California

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 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 USC Norris Cancer Hospital (USC-Norris). Patient Experience programs include concierge services, volunteer services and the Image Enhancement Center. In addition, the Patient Experience Program Manager will assist in the long range planning and managing of the activities of the department centered on our colleagues, our patients and their families. The position will support the achievement of high level patient satisfaction and service excellence throughout USC-Norris. The position also assists in the deployment of support tools and ensures that they are effectively used on an operational basis. Manage communication, project roll out and program facilitation as assigned.

Essential Duties:

• Patient Experience - Creates a positive, proactive patient and family experience for Norris patients. Contacts patient and families as needed to ensure they receive the requested services. Develops and implements best practice processes and procedures to improve the patient experience as measured by CAHPS data. Manages USC-Norris social media reputation strategies and responses. Manages USC-Norris complaints. Meet and greet highly visible patients at Norris. Follow their continuum of care.
• Volunteers – Manages volunteers and MHA interns within the department. Recruit, retain, and recognize USC-Norris Volunteers. Create direction, processes, and procedures for the department including Welcome Round compliance. Develop, coach and mentor teams of providers and hospital leaders to improve operational excellence and the patient experience, while enhancing clinical outcomes.
• Lead Daily Huddles for Norris Patient Experience Team. Participate in Tier 2 huddles and leadership meetings as designated by Norris Administration and the Chief Patient Experience Officer. Assists Administration with special projects, budgets and with short and long term strategic planning. Manage the Norris Patient and Family Advisory Council (CSAC). Recruit and develop patient and family advisors. In collaboration with clinical and administrative leadership, facilitates initiatives that foster and enhance a culture of patient and family centered care excellence. Responsible for planning, design/development, implementation and evaluation of patient experience projects. Interfaces regularly with senior leaders, managers, providers, team members, patients and family.
• Manages the Image Enhancement Center. Manage concierge services at Norris. Manages inventories of patient experience collateral and supplies. Serve as a change agent that actively contributes to work toward organizational wide improvement in meeting core measures, patient safety and service excellence defined goals and objectives.
• Performs other duties as assigned or requested.

Required Qualifications:

• Req Master’s 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:

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

The annual base salary range for this position is $81,120.00 - $133,010.00. 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 candidate’s 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.

USC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other characteristic protected by law or USC policy. USC observes affirmative action obligations consistent with state and federal law. USC will consider for employment all qualified applicants with criminal records in a manner consistent with applicable laws and regulations, including the Los Angeles County Fair Chance Ordinance for employers and the Fair Chance Initiative for Hiring Ordinance, and with due consideration for patient and student safety. Please refer to the Background Screening Policy Appendix D for specific employment screen implications for the position for which you are applying.

We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact USC Human Resources by phone at (213) 821-8100, or by email at uschr@usc.edu. Inquiries will be treated as confidential to the extent permitted by law.

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