Patient Experience Improvement Specialist
Company: Stanford Children's Health - Lucile Packard Childr
Location: Palo Alto
Posted on: June 1, 2025
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Job Description:
Here you have the potential and support to achieve extraordinary
outcomes for healthier, happy livesThank you for your interest in
career opportunities for current employees. Please note the
following:
At Lucile Packard Children's Hospital Stanford, 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 Description
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.
Qualifications
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
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 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.
#LI-post
Additional Information
Pay Range
Compensation is based on the level and requirements of the
role.
Salary within our ranges may also be determined by your education,
experience, knowledge, skills, location, and abilities, as required
by the role, as well as internal equity and alignment with market
data.
Typically, new team members join at the minimum to mid salary
range.
Minimum to Midpoint Range (Hourly): $48.50 to $64.31
Stanford Medicine Children's Health (SMCH) 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, SMCH does not discriminate
against any person on the basis of race, color, sex, sexual
orientation or gender identity, 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, and where
applicable, in compliance with the San Francisco Fair Chance
Ordinance.
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Keywords: Stanford Children's Health - Lucile Packard Childr, San Francisco , Patient Experience Improvement Specialist, Other , Palo Alto, California
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