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. 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, employee engagement, and service excellence. 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. Project roll out/ implementation of programs and projects related to patient experience strategic playbook.
Essential Duties
- Patient Experience - Creates a positive, proactive patient and family experience for KMC patients Develops and implements best practice processes and procedures to improve the patient experience as measured by HCAHPS data other CAHPS survey. Leads implementation of rounding program and monitors program performance works closely with Associate Administrator on strategic alignment across the organization.
- Patient Experience Strategy Execution – Translate patient experience strategy into scalable programs and initiatives. Ensure alignment with organizational goals, regulatory requirements, and patient-centered care principles.
- Program Delivery and Outcomes – Own end-to-end program lifecycles: planning, implementation, monitoring, and optimization. Deliver programs on time, within scope, and within budget ensuring program results in measurable improvements.
- Measurement and Reporting – Define success metrics and KPIs for patient experience initiatives in alignment with data informatics team. Track, analyze, and report program performance to leadership – use the data to drive continuous improvement. Lead cross functional teams
- Manage the Patient and Family Advisory Council as well as the online Patient and Family Advisory for KMC. Recruit and develop patient and family advisory program.
- Manages, plans, design, implement, and evaluate patient experience project and programs. Serves as a department lead for programs and initiatives under the umbrella for patient experience and under the guidance of the associate administrator.
- Analyze operational and performance data, delivering actionable insights and clear reporting to inform strategic decisions.
- Program Manager will manage program and project budgets and invoice management oversight.
- Program Manager will provide direct supervision to assigned program staff and coordinate day-to-day operations.
- Other duties as assigned.
Qualifications
- Req Bachelor’s Degree In a related field.
- Req Master’s degree Healthcare Administration or in a related field.
- Req 3 years Experience in healthcare and/or hospitality field, with demonstrated achievements in leading, implementing, improving and maintaining patient/family satisfaction programs across the continuum of care with exceptional results. MHA Residency completed at Keck Medicine of USC will count towards work experience.
- Req Diplomatic approach to problem solving.
- Req Excellent oral and written communication and analytical skills.
- Req Fire Life Safety Training (LA City) If no card upon hire, one must be otained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)
The salary rate range for this position is $84,365.00 - $138,330.00. 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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