Welcome to the revolutionary new Stanford Hospital, opening in Fall 2019. Stanford Health Care (SHC) is no ordinary health system, and our new building is no ordinary hospital. You will be working in one of health care's best equipped, most innovative facilities, with the tools to deliver superb patient care. Five beautiful gardens, walking trails, a meditation room and abundant natural light make this the ideal environment for working and healing. You'll also be joining a renowned academic medical center that's part of Stanford Medicine and the Stanford University family. By combining clinical care, research and teaching, we're working together to harness the resources of one of the world's leading universities with groundbreaking programs—to create breakthroughs in diagnosis and treatment. Take this opportunity to work at the peak of your profession.
The Service Excellence Program Manager is responsible for driving, sustaining, and measuring patient experience efforts at Stanford Health Care. The Program Manager understands the key patient experience trends for service lines and determines key focus areas and embodies and drives a culture of patient centeredness at SHC. Incumbents will possess high personal energy and the ability to energize team members. Top-notch problem-solving, operations, project management, and team-facilitation is assumed. Incumbents will distinguish themselves by leading large, diverse teams of physicians and staff in complex projects.
Drive programs that create measurable and sustainable change related to the patient experience
Maintain relationships with internal and external stakeholders to ensure timely and accurate measurement of patient experience
Communicate goals and strategies with leaders at all levels of the organization
Work with various departments and understand workflows and have insatiable curiosity
Identify opportunities from process mapping exercises and recognize and use synergies from other projects
Research and analyze data from internal and external (benchmark) sources
Design creative solutions for technological and non-technological problems
Train, and support project owners while consistently transferring skills
Design presentation and training materials to communicate with stakeholders
Facilitate working sessions and present to internal and external audiences
Work with and drive change across physician groups that must balance clinical, academic and research interests
Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.
Education: Bachelor's degree in a work-related field/discipline from an accredited college or university.
Experience: Three (3) years of progressively responsible and directly related work experience.
Licensure/Certification: None Required.
Knowledge, Skills, and Abilities
Knowledge of industry trends related to the patient experience
Knowledge of the patient, family and caregiver path through the health system and how to identify key pain points
Knowledge and experience in facilitating multi-disciplinary teams to determine solutions to recurring challenges
Ability to maintain confidentiality of sensitive verbal and written information
Ability to analyze operational and procedural problems and develop, recommend and evaluate proposed solutions
Ability to communicate effectively at all organizational levels and in situations requiring instructing, persuading, negotiating, conflict resolution, consulting and advising as well as prepare clear, comprehensive written and oral reports and materials
Program Managers in the Service Excellence department also understand the requirements of national patient satisfaction programs, their relation to public reporting and rankings, and can effectively teach about their significance to SHC's priorities.