Job Description

Work Location : West Hills, USA

Work Schedule : Monday - Friday 8am - 5pm

Posted Date : 01/21/2025

Salary Range : $102,500 - 227,700 Annually

Employment Type : Indefinite

Job # : 21237

Primary Duties and Responsibilities

The Patient Experience Program Director serves as the technical leader and subject matter expert in all matters related to patient experience at West Valley Medical Center. This position oversees the development, implementation, and evaluation of strategies that promote a culture of excellence in patient care. Operating with a high degree of autonomy, the director will collaborate with leadership, physicians, and staff to drive initiatives that enhance patient satisfaction, address grievances, and support operational goals in alignment with UCLA Health's patient experience philosophy. The West Valley Program Director will work closely with the UCLA Health Chief Patient Experience Officer and Director, Patient Experience.

The Program Director will be responsible for:

• Develop and implement comprehensive patient experience strategies tailored to the unique needs of West Valley Medical Center (WVMC).
• Oversee key operational areas, including language services, hospitality services, patient complaints/grievances, and volunteer services.
• Ensure all programs and initiatives align with CMS mandates and UCLA Health standards.
• Analyze patient feedback and identify areas of strength and opportunities for improvement.
• Track key performance metrics related to patient experience and share progress reports with stakeholders.
• Use data-driven insights to design and implement targeted improvement plans.
• Partner with hospital leadership to promote patient experience initiatives.
• Educate staff and leadership on best practices, including communication techniques, conflict resolution, and CICARE behaviors.
• Lead training sessions and workshops to improve team understanding of patient-centered care.
• Serve as WVMC's representative on UCLA Health's Grievance Committee.
• Exercise diplomacy and compassion to address and resolve patient and family concerns.
• Advocate for patients while maintaining a balance between organizational goals and patient experience.
• Present strategic plans to hospital and unit leadership for enhancing the patient experience.
• Optimize resources to implement improvement initiatives effectively and efficiently.
• Stay informed on industry trends and research to ensure the hospital remains at the forefront of patient experience excellence.

Job Qualifications

• Bachelor’s Required, Master’s preferred.
• Minimum 5 years working in Patient Experience. 2-3 years in process improvement and/or change management, preferred.
• Demonstrated skill at de-escalating and diffusing challenging situations.
• Superior organizational skills to oversee multiple simultaneous projects and meet all deadlines.
• Experience at leading physician and multi-disciplinary team to meet program goals.
• Ability to be highly flexible in an environment where goals and priorities change frequently.
• Professional level writing skills to author house-wide campaign style communications and ability to compose logical, concise, and grammatically correct correspondence, reports, and presentations.
• Excellent interpersonal and collaboration skills sufficient to develop and maintain successful partnerships with colleagues at all levels of the organization.
• Advanced skill in Microsoft Word, Excel, PowerPoint, Visio, Access, and Microsoft Project.
• A highly service-oriented attitude and proven flexibility.
• Demonstrated success working collaboratively with administrators, directors, physicians, clinicians, patients, and staff.
• Demonstrated ability to independently establish goals and priorities.

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