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Manager, Patient Experience & Performance Improvement (RN)

Location: Murrieta, CA

Position Highlights:

• Leadership Impact: Drive and foster a culture of patient-centered care while spearheading performance improvement initiatives within a 120-bed acute-care hospital.
• Strategic Role: Develop and lead strategies to enhance the patient and family experience, translating feedback and data into actionable improvements.
• Collaborative Environment: Work closely with diverse teams, including physicians, clinical staff, non-clinical staff, and organizational leaders.
• Comprehensive Benefits: Includes competitive compensation, generous PTO, 401(K) with match, and career development opportunities within a large healthcare organization.

Position Summary:

Virtus Healthcare Staffing is seeking a dedicated and experienced Registered Nurse to take on the pivotal role of Manager, Patient Experience & Performance Improvement at our partner acute-care hospital in Murrieta, CA. This individual will be responsible for leading and championing a culture of patient-centered care throughout the organization. The Manager will translate information from objective and subjective assessments of patient experience and relations into actionable behaviors, identify performance improvement (PI) opportunities, and utilize tools like Lean Six Sigma to enhance service delivery. This role involves overseeing the complaint and grievance process, providing education to all levels of staff, and working collaboratively to proactively improve every customer touchpoint.

Why Join Our Partner Organization?

• Challenging and Rewarding Work Environment: Make a tangible difference in the lives of patients and contribute to a culture of excellence.
• Competitive Compensation & Generous Paid Time Off.
• Excellent Benefits: Comprehensive Medical, Dental, Vision, and Prescription Drug Plans.
• Retirement Savings: 401(K) with company match and a discounted stock purchase plan.
• Financial Wellness: Student Loan Refinancing Program (e.g., SoFi).
• Career Development: Abundant opportunities for growth within a large, national healthcare organization and its numerous affiliated facilities.
• Wellbeing Support: Including employee assistance program (EAP) and other resources.
• Additional Perks: Life insurance, supplemental health protection plans, auto and home insurance discounts, legal counseling, identity theft protection, and an employee discount program. (Benefits may vary by location and role; details confirmed during process)

Key Responsibilities:

• Patient Experience Leadership:
  • Lead and champion patient experience strategies proactively, collaborating with organizational leaders and staff.
  • Translate data from patient experience surveys and feedback into actionable insights and behavioral changes across departments.
  • Formulate, summarize, and publish patient experience survey results to drive awareness and improvement.
  • Oversee the hospital's complaint and grievance process, ensuring timely and empathetic resolution.
• Performance Improvement Initiatives:
  • Identify opportunities for performance improvement related to patient care, safety, and experience.
  • Utilize Lean Six Sigma tools and methodologies to analyze processes, understand customer needs, examine inter-team service delivery, and proactively improve customer touchpoints.
  • Facilitate performance improvement teams and initiatives (e.g., Root Cause Analysis – RCA, Failure Mode Effects Analysis – FMEA) as assigned.
• Education & Staff Development:
  • Provide education and training to various members of the care team, including physicians, clinical staff, and non-clinical staff, on patient experience best practices and performance improvement techniques.
  • Serve as a resource and advocate for patient-centered care principles throughout the organization.
• Collaboration & Compliance:
  • Foster open communication and collaborate effectively with medical directors, physicians, hospital leadership, staff, patients, and families.
  • Ensure timely event submission into any relevant Patient Safety Organization (PSO) database.
  • Support claims management by coordinating staff interviews and obtaining required documents as needed.
  • Participate in Grievance and Safe Work Intervention Team Meetings as the risk management/patient experience representative.
  • Ensure adherence to The Joint Commission standards and other relevant state, federal, and regulatory agency requirements.

Qualifications:

• Education:
  • Completion of an accredited Registered Nurse (RN) program.
  • Bachelor's degree from an accredited College or University in nursing, healthcare administration, business, public administration, management, or a related field is required.
• Licensure/Certification:
  • Current, unrestricted California RN License is required.
• Experience:
  • Minimum of three (3) years of clinical experience as a Registered Nurse in an acute care setting, with demonstrated management or leadership abilities.
  • Minimum of one (1) year of experience specifically in quality improvement or performance improvement, including data analysis and management.
• Skills:
  • Strong written and verbal communication skills in English.
  • Ability to establish and maintain effective professional and interpersonal relationships with all levels of the organization.
  • Knowledge and experience with meeting The Joint Commission Standards.
  • Proven ability to problem-solve, analyze complex situations, think critically, and provide constructive feedback.
  • Excellent facilitation and consultation skills.
  • Ability to work both independently and as an effective part of a team.

Preferred Qualifications:

• Master's degree from an accredited College or University in nursing, healthcare administration, or a related field.
• Certified Patient Experience Professional (CPXP) certification.
• Certified Professional in Healthcare Quality (CPHQ) certification.
• Experience in patient advocacy or direct complaint/grievance management.
• Lean Six Sigma knowledge or certification (or willingness to obtain within the first 2 years of employment).
• Demonstrated competency with Microsoft Excel and Visio.
• Bilingual skills in English and Spanish.

To Apply:

If you are an experienced RN leader with a passion for enhancing patient experience and driving performance improvement within an acute care setting, we encourage you to apply for this impactful management opportunity in Murrieta, CA..