Play a vital leadership role within a world-class, award-winning health system. Ensure the delivery of the highest level of patient and family care and experience. Take your career to the next level. UCan do all this and more at UCLA Health.
As our Director of Patient Experience, you will work closely with the Chief Experience Officer to promote, design and implement a patient-focused philosophy within all in-patient and ambulatory areas of UCLA Health, including our hospitals, ancillary services, group practices and the David Geffen School of Medicine. This involves providing core project and operational management and direction for initiatives to improve patient, visitor and staff experience.
Your transformational leadership style will influence thinking and cultivate a positive, trusting, collaborative, high-performance culture for team members. You will manage our Patient Advocate team in handling patient and family complaint/grievance response and resolution. You will foster a process that ensures regulatory compliance while respecting the inherent dignity and worth of every individual and his/her right to voice a grievance without discrimination or reprisal.
You will also manage our 3 Wishes Program which seeks to elicit, implement and document final wishes for end-of-life patients. This will involve close collaboration with the project manager and the pulmonary and critical care physician overseeing the program.
***BE ADVISED: THIS POSITION IS NOT REMOTE. THIS POSITION REQUIRES YOU TO WORK ONSITE***
We’re seeking a kind, flexible, patient-focused, service oriented professional with:
Bachelor’s degree – Clinical Master’s degree preferred
Five years leadership experience, preferably in healthcare and patient experience
Experience in process improvement, project management, and financial/budgetary management
Expertise in all aspects of the patient experience
Knowledge of HCAHPS, Press Ganey or other CMS approved vendor a plus
Ability to communicate service excellence values in a large, complex organization
Superior organizational, multitasking, prioritizing and goal-setting skills
Outstanding leadership abilities
Professional level writing skills to author external and house-wide communications
Excellent interpersonal, collaboration and conflict-resolution abilities
Proficiency in Microsoft Office, Visio, Access and Microsoft Project
Ability to build healthy, productive working relationships
UCLA Health is a world-renowned health system with four award-winning hospitals and dozens of primary care practices, specialty practices, urgent care centers and other ancillary locations throughout metro Los Angeles as well as the David Geffen School of Medicine. Through the efforts of our outstanding people, we have become Los Angeles’ trusted provider of exceptional, compassionate patient care. If you’re looking to experience greater challenge and fulfillment in your career, UCan at UCLA Health.
UCLA 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, disability, or protected Veteran status.