At Stanford Children’s Health, we know world-renowned care begins with world-class caring. That's why we combine advanced technologies and breakthrough discoveries with family-centered care. It's why we provide our caregivers with continuing education and state-of-the-art facilities, like the newly remodeled Lucile Packard Children's Hospital Stanford. And it's why we need caring, committed people on our team - like you. Join us on our mission to heal humanity, one child and family at a time.

Job Summary

This paragraph summarizes the general nature, level and purpose of the job. 

The Patient Experience Improvement Specialist collaborates with department leadership, staff, administrative and physician leaders to identify/implement strategies to improve patient experience. Responsible for developing robust Voice of Patient and Family Strategy weaving together all sources of data. This includes reporting and analytics infrastructure to capture, analyze and disseminate patient and family experience data. Responsible for managing the operations and processes necessary to manage, understand, and resolve patient complaints, all feedback as well as understand and promote patient compliments. Identifies trends in data to help Experience Improvement drive change through the organization. Performs root cause analysis and collaborates with leadership to develop strategies for resolution of issues. Performs detailed patient experience intelligence analytics and serves as a resource to Managers across the hospital including the School of Medicine (SOM) by providing reporting and analysis at the department/clinic level. Works on Patient Experience projects and participates in rounding of patient areas.

Essential Functions

The essential functions listed are typical examples of work performed by positions in this job classification.  They are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities.  Employees may also perform other duties as assigned.

Employees must abide by all Joint Commission Requirements including but not limited to sensitivity to cultural diversity, patient care, patient rights and ethical treatment, safety and security of physical environments, emergency management, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs, sustaining compliance with National Patient Safety Goals, and licensure and health screenings.

Must perform all duties and responsibilities in accordance with the hospital’s policies and procedures, including its Service Standards and its Code of Conduct.

•    Oversees the ongoing measurement and reporting of all patient experience data (Voice of Patient and Family) across Stanford Children's Health. This includes analytics related to patient relations and service recovery, Press Ganey survey vendor management, HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) program analytics & reporting, compliant & compliment management, dashboard & scorecard development and interfacing with quality, risk, safety and legal departments.

•    Designs and maintains processes for measurement, tracking, reporting, analyzing and improvement of experience data. 

•    Develops and manages daily operational workflow and process that effectively understands, prioritizes, and resolves issues.

•    Develops a robust Experience Intelligence Dashboard that incorporates clinical, financial and operational experience improvement measures.

•    Recognizes and extracts critical indicators from large and complex data sets and being able to interpret and express those indicators in a business context.

•    Provides in-depth analysis on patient experience and disseminates those findings and insights to leaders and staff through multiple mediums. 

•    Prepares management reports on patient experience, defining and evaluating problems and recommending solutions. 

•    Provides trending reports, analysis of department/organizational performance and provides guidance on recommended best practices. 

•    Fosters and maintains collaborative relationships within Stanford Children's Health with external vendors, agencies and stakeholders related to experience and performance initiatives.

•    Partners with Experience Improvement Manager to escalate identified trends in data and information to identify improvement opportunities and to measure progress of experience strategy and improvements.

•    Develops resources, policies and procedures and metrics and root cause analysis for addressing patient complaints, and provides a channel for conflict resolution and a vehicle for eliciting feedback. 

•    Manages the collection, reporting, analysis and dissemination of patient satisfaction surveys including patient, outpatient, hospital, clinic, HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems), Press Ganey and CMS (Center for Medicare and Medicaid Services) mandated surveys.

•    Supports strategic and business initiatives by providing Service Line analysis and interpretation of the patient satisfaction data. 

•    Makes recommendations and provides customized training based on the individual department's performance. 

•    Collaborates across all units and levels of the Hospital Provides analysis to quality and risk departments in addition to senior management regarding trends in complaints. 

•    Works closely with risk, quality and performance improvement departments to ensure patient care and communication of that care is up to date. 

•    Identifies new knowledge and opportunities for improvement utilizing national guidelines, measures, and best practices. Assists in acquiring best practice information and sharing with internal and external stakeholders.

Minimum Qualifications

Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.

Education: Bachelors Degree in a work-related discipline/field from an accredited college or university.

Experience: Three (3) years of progressively responsible and directly related work experience.

License/Certification: None required, CPXP preferred 

Knowledge, Skills, & Abilities

These are the observable and measurable attributes and skills required to perform successfully the essential functions of the job and are generally demonstrated through qualifying experience, education, or licensure/certification.

•    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.

•    Ability to plan, organize, prioritize, work independently and meet deadlines.

•    Knowledge of computer systems and software used in functional area.

•    Knowledge of spreadsheet, database and statistical software applications (Tableau, SQL, Excel, HL7 data)

•    Ability to apply judgment and make sound decisions.

•    Ability to conduct analysis and formulate conclusions.

•    Ability to design new programs and lead process improvement projects.

•    Ability to foster effective working relationships and build consensus.

Physical Requirements

The Physical Requirements and Working Conditions in which the job is typically performed are available from the Occupational Health Department. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job.