Keck Medicine of USC’s Associate Administrator - Patient Experience is responsible for the strategic design and operations of the Health System’s Office of Patient Experience. The Associate Administrator is responsible for the leadership, design and implementation of initiatives that promote a culture of patient-centric care across the clinical enterprise, including Keck, Norris and Verdugo Hills Hospitals, USC Care Medical Group and any other acquired entities. Responsibilities also include transforming the experience of patients, families, visitors and guests in every area that makes Keck Medicine of USC a recognized leader among the top-performing academic medical enterprises in patient experience.
The Associate Administrator have responsibility for collaborating closely with senior leaders and teams across the medical enterprise to align clinical quality and performance improvement strategies with service excellence outcomes. The Associate Administrator brings innovative practices and a passion for patient advocacy, patient and family centered care, service recovery skills and the ability to serve as an expert resource and a dynamic leader to internal and external patients/customers. He or she will facilitate the identification of system issues and trends in patient experience data across various entities and will be directly responsible for the data strategy and management required to build a patient centered health system. In addition, the Associate Administrator will provide subject matter expertise support to both Hospital and Medical Group leaders across Keck Medicine to establish best practices for adoption and assure the organization’s policies and procedures support patient and family centered car. The Associate Administrator is a key contributor to the development of the Health System’s Patient and Family Experience Plan and ensures alignment across the system with its objectives. He or she assists in coordinating and executing the workforce patient experience training strategy for faculty and staff. Success in this roll demands excellent interpersonal skills, and he or she must be able to communicate authentically and diplomatically with a variety of leaders across all levels of the organization.
Ten years of experience in increasingly responsible positions within Patient Experience
Experience in designing and executing a Health System-level Patient Experience program preferred
Excellent data management and analysis skills required
Demonstrated experience in providing support for Patient Experience leadership in both the medical group and hospital setting.
Experience at an Academic Medical Center preferable
Experience managing in a complex organization with a variety of stakeholders required.
Demonstrated ability to communicate effectively and diplomatically with a wide variety of constituents.
Certified Patient Experience Professional certification required within one year of hire.
Fire and Safety Certification. If no card upon hire, one must be obtained within 30 days of hire, and maintained by renewal before expiration date.
Internal Number: REQ20076678
About Keck Medicine of USC
Opened in 1991, this ultra-modern facility offers some of the most sophisticated technology available. Among the hospital’s advanced services are neurointerventional radiology, cardiac catheterization and interventional cardiology.