Providence St. Joseph Health

Job Information

St. Joseph Health / Covenant Health Manager Care Experience in Apple Valley, California


The Manager Care Experience is responsible for the implementation of our employee engagement and patient experience strategy. Responsible for Patient Experience and Service Excellence performance through Implementation of operational plans, best practices, tools and strategies, and collaboration with clinical and non-clinical departments throughout the continuum of care. This position has oversight responsibilities for hospital-wide Patient Experience Program, patient relations, complaints and grievances, caregiver engagement, experience, complaints and grievances outcome reporting, and HCAPHS improvement strategies.


  • Responsible for coordination and deployment of a plan to enhance the patient experience, caregiver engagement, to improve our patient experience scores, and caregiver engagement scores. Implement patient experience programs in alignment with cultural caregiver engagement efforts. Caregiver engagement orientation and physician engagement activities and tools to foster positive work environment.

  • Responsible for patient family complaint and grievance process respect the inherent dignity and worth of every individual and his/her right to voice a grievance without discrimination or reprisal and to establish a process to address, respond, resolve, and track patient complaints and grievances.

  • Responsible for organization grievance committee and structured process to review written formal grievances related to patient care, abuse or neglect, issues related to CMS conditions of participation, billing issues requesting organization compensation or bills to be written off due to complaint in coordination with the Director of Risk Management.

  • Responsible for data analysis of complaints and grievances as well as patient experience data, presents this information to ministry leadership with insights for actionable improvements.

  • Serves as liaison between patients and other health care service providers.

  • Complaints and service recovery: Assures timely communication of customer/patient feedback, vendor survey results and data quality, progress to goals, and progress to action plans for improving HCAPHS and patient experience.

  • Responsible for department workflow, processes and procedures including the overall coordination of the patient experience from pre-admission to discharge. Responsible for improvement of Service Excellence outcomes and targets. Manage the patient family council to facilitate community engagement and learnings to improve patient satisfaction.

  • Responsible for Interpreter Services, ensuring compliance with CMS requirements for interpreter services and use of technology, auxiliary aids and services to our patients.

  • Works collaboratively with peers to implement positive patient experience throughout the ministry. Implement system and local improvement plans.

  • Identifies and resolves patient and family member concerns and problems regarding services and staff. Communicates patients' problems, questions, complaints and concerns to appropriate staff members.

  • Maintains cooperative working relationships with other departments in order to respond quickly to patient complaints.

  • Oversees day to day customer/patient relations with proactive interventions and rounding to promote transparency of issues for prompt resolution.

  • Provides ongoing follow-up to facilitate process improvement as it relates to customer/patient perception and satisfaction.

  • Rounds with managers and caregivers to discuss Service Excellence approaches, action plans, goals and outcomes.

  • Participates on committees/forums, as requested, to ensure visibility and focus of Service Excellence initiatives and integration with all aspects of operations.

  • Reviews and analyzes customer satisfaction reports and data.

  • Ensures staffing, supplies, and operations are within budgetary constraints.

  • Ensures caregivers are scheduled in the most effective and efficient manner to meet the needs of the department, customers, and ministry.

  • Active involvement in the CA Regional Patient Experience Council, collaborating with colleagues to improve Patient Experience through sharing of best practices, innovation and problem solving opportunities.

  • Participates in the system-wide Expert-to-Expert Collaborative with other Patient Experience leaders on quarterly basis or as scheduled.

  • Involved in design and ongoing updates of new caregiver and leader orientation and training.


  • Bachelor's Degree; or equivalent educ/experience

  • Master's Degree is preferred

  • Coursework/Training as a Change Facilitator/Green Belt training is preferred.

  • Demonstrates ability to affect change and evaluate impact of change.

  • Healthcare industry knowledge and experience;

  • Highly motivated, respected servant leadership;

  • Unwavering commitment to the ultimate patient experience

  • Positive, dynamic relationship skills;

  • Demonstrated ability to influence individuals and groups through coaching and teamwork;

  • The ability to manage results, process and relationships while driving to identified outcomes;

  • Ability to organize and follow through consistently and effectively;

  • Energetic and decisive; demonstrates ability to work independently and be accountable to deadlines in a fast paced environment;

  • Ability to influence upward, across, and down with or without direct lines of authority; ability to take charge;

  • Strong written and oral communications skills;

  • Ability to plan, organize and conduct educational development and formational activities;

  • Experience in planning and facilitating teams to a common vision and developing strategies and plans to accomplish objectives;

  • Ability to work independently;

  • Strong service orientation

  • Possesses working knowledge of risk management processes.

  • Ability to assess caregiver training needs, assists in coaching sessions for improved service skills.

  • Ability to analyze, interpret and present statistical data.

  • Demonstrates interpersonal, analytical, presentation and leadership skills.

  • Exceptional verbal and written skills.

  • Demonstrates team-building skills.

  • Demonstrates leadership abilities.

Company: St. Mary Medical Center

Category: Leadership