Manager of Patient Experience/Performance Improvement (Patient Experience RN Manager)

Performance Improvement/Patient Experience RN Manager

The Performance Improvement/Patient Experience RN Manager is responsible for fostering a culture of patient-centered care and enhancing the patient and family experience. This role translates insights from patient experience assessments into actionable strategies to drive performance improvement and seamless customer service. Utilizing Lean Six Sigma tools, the incumbent collaborates with leaders and staff to proactively enhance patient touchpoints. The manager also oversees patient experience survey analysis, complaint and grievance processes, and educational initiatives for healthcare teams, including physicians, clinical staff, and non-clinical personnel. Job Location could be Murrieta, CA OR Wildomar, CA

Key Responsibilities:

• Lead patient experience initiatives and performance improvement strategies in collaboration with organizational leaders and staff.
• Utilize Lean Six Sigma methodologies to identify improvement opportunities and enhance service delivery.
• Develop and implement best practices for patient relations, ensuring optimal customer touchpoints.
• Summarize, analyze, and publish patient experience survey results to drive actionable change.
• Oversee the complaint and grievance management process, ensuring compliance with healthcare standards.
• Provide education and training to physicians, clinical teams, and non-clinical staff on patient experience best practices.
• Coordinate efforts across multiple teams to ensure integrated customer service solutions.

Education & Certifications:

• Completion of an accredited Registered Nurse program.
• Bachelor's degree in a related field (required).
• Master's degree in a related field (preferred).
• Current California RN License (required).
• Certified Patient Experience Professional (CPXP) (preferred).
• Certified Professional in Healthcare Quality (CPHQ) (preferred).

Experience & Skills:

• Minimum three years of clinical experience in an acute care setting with demonstrated leadership abilities (required).
• Experience in patient advocacy or complaint/grievance management (preferred).
• At least one year of quality or performance improvement experience, including data analysis and management (required).
• Lean Six Sigma knowledge or certification (preferred, or required to obtain within the first two years of employment).