Administrative Director Patient Experience (1.0 FTE, Days)

Category: Patient Services
Job Type: Full-Time
Shift: Days
Req: 11184
FTE: 1

Patient Services

1.0 FTE, 8 Hour Day Shift

At Stanford Children’s Health, we know world-renowned care begins with world-class caring. That's why we combine advanced technologies and breakthrough discoveries with family-centered care. It's why we provide our caregivers with continuing education and state-of-the-art facilities, like the newly remodeled Lucile Packard Children's Hospital Stanford. And it's why we need caring, committed people on our team - like you. Join us on our mission to heal humanity, one child and family at a time.

Job Summary

This paragraph summarizes the general nature, level and purpose of the job. 

The Administrative Director of Patient Experience acts as the system champion dedicated to creating a world-class culture of excellence.  This culture will be a key differentiator for Stanford Children's Health to build an environment that promotes an optimal human experience, supporting not only a superior experience for patients and families but also a satisfying and energizing working environment for staff and providers. The Administrative Director must be able to lead "Transformational Change" and establish and integrate structure(s) to assess customer experience. These enterprise-wide efforts include creating a new model of care and developing programs that insure an improved patient experience throughout all operations. The model of care developed will also integrate and coordinate quality and safety, performance improvement, medical operations, nursing and human resources. The goal of this effort will be to create a culture and standard of care that builds upon the system's excellent clinical outcomes, improves patient and family experience, increases employee engagement, retention and wellness, strengthens the health system's brand, and improves the bottom line. The Administrative Director provides strategic oversight and direction to several key departments and/or programs that are critical to executing on this vision.
Essential Functions

The essential functions listed are typical examples of work performed by positions in this job classification.  They are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities.  Employees may also perform other duties as assigned.

Employees must abide by all Joint Commission Requirements including but not limited to sensitivity to cultural diversity, patient care, patient rights and ethical treatment, safety and security of physical environments, emergency management, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs, sustaining compliance with National Patient Safety Goals, and licensure and health screenings.

Must perform all duties and responsibilities in accordance with the hospital’s policies and procedures, including its Service Standards and its Code of Conduct.

  • Provides oversight, leadership and technical direction to the subordinate directors, managers and staff across the functional areas and organizational units under the purview of the Office of Patient Experience (PCARES Program, Patient Experience Business Intelligence and Improvement, Information Desk, Family Hospitality, Friends and Family Program/ Grateful Patients Services program, the Corporate Partners program, Child Life and Integrative Therapy, the Family Resource Center, Patient Library, PASD, Creative Arts and Music Therapy, Broadcast Studio, Operational liaison for RMH and the Auxiliaries).
  • Develops Stanford Children’s Health patient experience strategy and operational oversight. Builds a culture of excellence leading the enhanced customer experience and loyalty across the system.
  • Develops operational plans, initiatives, budgets and programs that support the implementation of the patient experience strategy at the enterprise and operational unit level. 
  • Provides Executive support to the Board of Trustees Quality, Safety and Service Committee. Oversees patient advisory teams/councils. Acts as key advisor on the patient portal strategy and digital strategy.
  • Develops relationships across the enterprise necessary to communicate and carry out patient experience strategy and operational plans. 
  • Ensures systems exist on care coordination for the referral process between main campus and regional services, as well as referring facilities and physicians Partners with Human Resources to improve the employee experience as a necessary corollary to improved patient experience; including development and implementation of initiatives geared to professional staff, nursing and all other employees; leads New Employee Orientation initiatives. Partners with Human Resources to identify and implement strategies that are aimed at creating an organizational culture that supports an improved human experience. 
  • In partnership with key stakeholders, develops, implements and leads the Packard Corporate Partners program including all strategic direction and partnership with Stanford Hospital & Clinics (SHC). 
  • Identifies ways to improve health services delivered throughout the health system as a component part of an improved patient experience. Performs observations to sustain best practices through programs including purposeful rounding.
  • Collaborates with Quality and Performance Improvement to assure improvement tools and techniques are common across initiatives, will rely on the Packard Quality Management System (PQMS) to ensure metrics and sustainability are achieved. Collaborates with a variety of departments to ensure care is consistently patient-centered by partnering with caregivers to exceed the expectations of patients and families.
  • Acts as key leader in coaching and training of Patient Experience Programs. Anticipates the needs of the patient and the family to ensure services are structured to attain an optimal experience for clients/patients and families. Oversees and updates rights and responsibilities of patients and families.
  • Identifies national best practice service excellence and patient centered care strategies to enhance the patient experience; Monitors national and local Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) trends to identify how the top performing hospitals identify and maintain success.
  • Collaborates and manages relationships with senior executives and operations staff at Lucile Packard Children's Hospital, Lucile Packard Foundation for Children's Health, designated Corporate Partners and Stanford Hospital and Clinics; 
  • Measures effectiveness of service strategies and implements improvements. Monitors patient/client satisfaction data and establishes strategies to achieve strong scores in experience and loyalty.  Provides information to appropriate staff. Oversees management of Press Ganey education, review of data and follow up.
  • Proposes balances scorecard measure(s) for service pillar and aligns resources to attain established targets. Creates and tracks customer experience metrics and related management dashboards.
  • Develops, launches and operates Friends and Family Program designed to meet the needs of patients; 
  • Performs other duties to include all key management functions (e.g. budgeting and financial management; human resources management; compliance and quality assurance) 
  • Assures services are in place to address special needs of patients and families. Ensures an expedited process of problem resolution and service recovery for solving customer issues that get escalated. Makes sure that customers' needs are taken into account in all key decisions.
  • Oversees the management of patient and family grievances, ensuring compliance with necessary regulatory agency requirements (Joint Commission, CMS, Title 22, etc.). 
  • Partners with Accreditation and Regulatory Compliance during regulatory complaint investigations to ensure a collaborative and cohesive approach to mitigating risk to the organization and ensuring the optimal patient and family experience is achieved. 
  • Coordinates with multiple departments throughout the organization to promote an support the needs of patient and families.

Minimum Qualifications

Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.

  • Education: Master's degree in healthcare, marketing, business or a work-related discipline/field from an accredited college or university.
  • Experience: Ten (10) years of progressively responsible or directly related work experience 
  • License/Certification: None required.

 Knowledge, Skills, & Abilities

These are the observable and measurable attributes and skills required to perform successfully the essential functions of the job and are generally demonstrated through qualifying experience, education, or licensure/certification.

  • Demonstrated leadership ability and success managing change.
  • Ability to maintain effective relationships with physicians, staff, trustees, executives, and management of health care institutions and government.  Able to gain trust and respect.
  • Ability to quickly interpret and analyze customer satisfaction measures to develop appropriate communication program strategies and tactics.
  • Thorough understanding of patient and physician satisfaction measurement process and tools.
  • Ability to communicate effectively and solid writing skills with an ability to write/edit all kinds of copy that clearly articulates the organization's value to both internal and external audiences.
  • Operational knowledge of the health care industry and academic health care centers.
  • Strong functional understanding of the inter-relationships between hospitals, physicians, patients and corporations. 
  • Ability to plan, organize, direct and coordinate a staff of professional and administrative personnel as demonstrated by prior management experience. 
  • Able to bring together a variety of functions in a spirit of harmony and with a single minded purpose; improved patient experience. 
  • Knowledge of computer systems and software used in functional area and demonstrated computer skills.

 Physical Requirements

The Physical Requirements and Working Conditions in which the job is typically performed are available from the Occupational Health Department. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job.


Equal Opportunity Employer

Lucile Packard Children’s Hospital Stanford strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, LPCH does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements, and where applicable, in compliance with the San Francisco Fair Chance Ordinance.