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Kaiser Permanente Careers

Health Care & Hospital Operations

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Care Experience Director

Location: San Francisco, CA Job Number: 900301 Date posted: 10/22/2020

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In collaboration with local area leaders, leads and directs efforts aimed at optimizing care experience driven by evidence based practices. Provides leadership in planning, promoting, integrating and administering care experience improvement initiatives and strategies in partnership with senior leadership.

Essential Responsibilities:
  • Collaborates with senior leadership to align regional strategic plan elements into the medical center strategic plan.
  • Collaborates with and actively coaches senior leadership, department managers and staff to develop and implement strategies to improve Care Experience.
  • Serves as a visible, active and enthusiastic champion in providing leadership in implementing Care Experience improvement initiatives.
  • Partnering with senior leadership, continuously evaluates progress and identifies and mitigates barriers to success in order to achieve targeted results.
  • Co-leads the Care Experience committee to ensure execution of the Care Experience action plan.
  • Serves as a Care Experience advisory resource for critical initiatives that impact the Care Experience.
  • Identifies, develops and implements Care Experience improvement plan and initiatives directly related to enhancing CAHPS performance and other Care Experience metrics to reflect KP's commitment to an exceptional Care Experience.
  • Utilizes and analyzes Care Experience feedback from a variety of sources ( patient surveys/comments, focus groups, advisory councils, complaint information, direct observation, manager / staff perspective) to track and monitor patient satisfaction as the basis for developing recommendations for key initiatives.
  • Analyzes Care Experience survey results and identifies, prioritizes, plans and oversees improvement efforts.
  • Reports and interprets findings and progress in the form of formal oral and written presentations to the senior leaders, department managers/ directors and other end users.
  • Leverages customer segmentation and analyzes the diverse patient populations within assigned area and identifies the unique needs of different populations.
  • Provides Care Experience survey, resources, practices and data analytics education for targeted audiences.
  • Leads and supports implementation of service excellence programs and education including behavior expectations and related initiatives.
  • Leads, educates and participates in leadership rounding programs.
  • Engages staff to continuously enhance the Care Experience by inspiring a culture of patient centered care and serving as a role model for Care Experience excellence.
  • Champions and ensures employee and department recognition of Care Experience excellence through use of recognition programs and development of informal approaches to team and individual recognition.
  • Becomes an expert in knowledge of industry best practices, trends and developments.
  • In partnership with the KP National team, ensures compliance with survey related governmental and regulatory agency standards, regulations and laws.
  • Basic Qualifications:
  • Minimum three (3) years of leadership experience in healthcare.
  • Minimum two (2) years of experience in change management role in a complex organization.
  • Education
  • Bachelor's degree in a related field.
  • License, Certification, Registration
  • N/A

  • Additional Requirements:
  • Knowledge and expertise in the design, integration and implementation of evidence-based practices for care experience.
  • Expert knowledge of healthcare leadership principles, Care Experience, strategic planning, Voice-of the-Customer strategies, Patient Centered Care Principles, healthcare system delivery design, resource allocation, data collection, analysis and reporting.
  • Knowledge of Patient and Family Centered Care (PFCC) core principles and a champion to integrate the 'Voice of the Patient' across the continuum into health care delivery system design.
  • Proven abilities in designing and delivering education programs aligned with strategic priorities including curriculum design, needs identification and facilitation.
  • Demonstrated experience in coaching all levels of leadership including executive level.
  • Ability to manage customer / patient relations with the goal of ensuring exceptional patient and family care experience.
  • Knowledge of high impact customers service training and programs.Working knowledge of health care regulatory environment.
  • Expert knowledge and experience with strategic planning, resource allocations and environmental assessment.
  • Proven communication and presentation skills adapted to audience (i.e. physicians, workforce and patient segments)
  • Must be able to work in a Labor/Management Partnership environment.

  • Preferred Qualifications:
  • Master's degree preferred.
  • Primary Location: California,San Francisco,San Francisco 2425 Geary Hospital Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri Working Hours Start: 8:00 AM Working Hours End: 4:30 PM Job Schedule: Full-time Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: NUE-NCAL-09|NUE|Non Union Employee Job Level: Individual Contributor Job Category: Healthcare / Hospital Operations Department: Care Experience Travel: Yes, 10 % of the Time Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.

    External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.

    Learn About Health Care & Hospital Operations Careers

    Health Care & Hospital Operations Careers

    Envision the future, inspire change, and deliver results. Put your talents to work not just at a powerful business, but at an organization dedicated to empowering the health and well-being of millions. As a valued member of the Kaiser Permanente team, your visionary and strategic contributions are especially vital to our success. Come drive change within the organization and across the future of health care.

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