Location: [Insert Facility Name or City, CA]
Department: Patient Experience & Quality
Schedule: Full-Time | Day Shift
Reports To: Director of Quality & Patient Experience
The Performance Improvement / Patient Experience RN Manager is a key leader responsible for cultivating a culture of patient-centered excellence. This role translates qualitative and quantitative feedback into targeted, sustainable improvements to the patient and family experience. The RN Manager partners across departments and disciplines-physicians, clinical teams, and non-clinical staff-to improve service touchpoints, elevate care standards, and enhance overall satisfaction.
Through performance improvement (PI) strategies and Lean Six Sigma methodologies, this individual drives systemic change by identifying opportunities, designing solutions, and promoting service recovery best practices. The position also oversees the patient relations function, including the complaints and grievances process, and plays a vital role in communicating patient satisfaction survey outcomes.
Primary ResponsibilitiesLead patient experience and performance improvement initiatives in collaboration with executive leadership and departmental teams.
Analyze patient satisfaction data and feedback to identify actionable trends and create data-driven improvement strategies.
Utilize Lean Six Sigma tools and PI methodologies to develop seamless customer experiences across departments.
Serve as an educator and resource for best practices in patient experience across all levels of staff, including medical providers.
Manage the hospital's complaint and grievance process in compliance with regulatory standards.
Develop and deliver training focused on patient engagement, communication skills, and service excellence.
Prepare executive-level reports, dashboards, and presentations summarizing outcomes, opportunities, and trends.
Foster a culture of accountability and compassion across the care continuum.
Education:
Completion of an accredited Registered Nurse (RN) program.
Bachelor's degree in a related healthcare field required.
Master's degree in a related field preferred.
Certifications & Licensure:
Current California RN License (required).
Certified Patient Experience Professional (CPXP) , preferred.
Certified Professional in Healthcare Quality (CPHQ) , preferred.
Experience:
Minimum three (3) years of clinical experience in an acute care setting with demonstrated leadership ability.
Minimum one (1) year of experience in quality, performance improvement, or data analysis.
Experience in patient advocacy or grievance management preferred.
Lean Six Sigma knowledge or certification preferred; if not certified, must be willing to complete certification within 2 years of hire.
Strong interpersonal and communication skills, with the ability to influence and inspire at all organizational levels.
Proficiency in data interpretation, visualization, and communication of performance metrics.
Proven ability to lead change initiatives and promote cultural transformation.
Knowledge of CMS, The Joint Commission, and state regulations related to patient experience and grievances.
Competitive Compensation & Generous Paid Time Off
Comprehensive Medical, Dental, Vision, and Prescription Plans
401(k) with Company Match and Discounted Stock Purchase Plan
SoFi Student Loan Refinancing Program
Opportunities for career advancement within UHS and its 300+ subsidiaries
Visit: benefits.uhsguest.com
CredTALENT is dedicated to transforming the way healthcare professionals and organizations connect in pursuit of excellence in patient care. With a laser focus on the healthcare industry, we provide tailored recruitment solutions that cater to the unique needs and aspirations of both healthcare candidates and healthcare institutions.
We view our relationships with candidates as long-term partnerships. We are passionate about the healthcare industry, and our mission is to help healthcare professionals make a meaningful impact. Your success is our success, and we are here to support you at every stage of your healthcare career journey.
Call us today at (513) 428-4156 .
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