Patient Experience Improvement Director

Experience Impr & Intelligence

Full Time

83985BR

Job Summary

The Patient Experience Improvement Director is responsible for providing core program and operational management and direction related to patient experience improvement at UCSF Health. Responsibilities include program direction and administration associated with planning, development, implementation, evaluation and responsiveness to the varied and changing priorities of a high profile, dynamic and demanding environment to improve patient experience across UCSF Health. This includes but is not limited to leading performance and operational improvement projects, coordinating development and training programs, leading trainings, and assisting with department(s) specific program development and implementation.

Performs job responsibilities in a professional and collaborative manner that promotes a team concept that reflects the mission, vision and values of UCSF Health. Recommends and facilitates experience improvements ensuring alignment with organizational strategy, True North goals, and Lean principles. Applies knowledge of organizational effectiveness, business process, and strategic planning for projects that involve diverse stakeholders. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results and desired outcomes.

The final salary and offer components are subject to additional approvals based on UC policy.

Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement.

The salary range for this position is $124,400 - $291,600 (Annual Rate).

To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html

Department Description

The UCSF Health Experience Excellence Division is charged with being a key influencer - visioning, leading, and collaborating with UCSF Health teams to help the organization measure, understand and improve the patient and family experience of care at UCSF Health. Our team exists to drive excellence in the human experience of healthcare by advancing a culture of caring and empathy, providing evidence-based tools for improvement,and partnering with our patients, families and the UCSF healthcare team to deliver measurable outcomes. The Division consists of the Patient Experience Improvement department which oversees UCSF Health's patient experience improvement efforts, patient experience research, and patient communications. The Division also includes the following operational departments: Patient Relations, Decedent Affairs, Spiritual Care and Pastoral Education, Interpreter and Language Services, Volunteer Services and Guest Services.

Required Qualifications

• Bachelor's degree in related area and / or equivalent experience
• Five (5)+ years of relevant experience
• In depth knowledge of patient experience concepts
• Strong knowledge of industry trends
• Thorough knowledge of financial analysis and reporting techniques; human resources and risk management planning; accounting and payroll
• Advanced leadership and managerial skills, with the ability to create and maintain a climate of collaboration and trust for effective problem solving, conflict resolution, and achievement of objectives
• Advanced knowledge of information technology specific to patient experience and related functions
• Advanced verbal, written and interpersonal, communication
• Advanced problem-solving skills to evaluate complex issues and identify options for resolution when no precedent exists
• Demonstrated analytical and conceptual thinking
• Strong active listening skills
• Excellent project management skills
• Skills to develop and integrate programs and organize workflow improvements
• Interpersonal and diplomacy skills to maintain professional relationships
• Ability to collaborate with senior management to develop and implement new programs, set objectives, and track progress
• Ability to work collaboratively and promote others, soliciting and incorporating their ideas when appropriate
• Ability to motivate, influence and persuade

Preferred Qualifications

• Attention to Detail

About UCSF

At UCSF Health, our mission of innovative patient care, advanced technology and pioneering research is redefining what's possible for the patients we serve - a promise we share with the professionals who make up our team.

Consistently ranked among the top 10 hospitals nationwide by U.S. News & World Report - UCSF Health is committed to providing the most rewarding work experience while delivering the best care available anywhere. In an environment that allows for continuous learning and opportunities for professional growth, UCSF Health offers the ideal atmosphere in which to best use your skills and talents.

Pride Values

UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence - also known as our PRIDE values.

In addition to our PRIDE values, UCSF is committed to equity - both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available at diversity.ucsf.edu

Join us to find a rewarding career contributing to improving healthcare worldwide.

Equal Employment Opportunity

The University of California San Francisco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Organization

Health

Job Code and Payroll Title

005775 PAT REL MGR 2

Job Category

Professional (Non-Clinical), Professional and Managerial, Supervisory / Management

Bargaining Unit

99 - Policy-Covered (No Bargaining Unit)

Employee Class

Career

Percentage

100%

Location

San Francisco, CA

Campus

Mission Bay (SF)

Shift

Days

Shift Length

8 Hours

Additional Shift Details

Monday - Friday, 8 a.m. - 5 p.m.