Patient Experience, Manager - Full Time 8 Hour Days (Exempt) (Non-Union) Organization: Keck Medicine of USC Location: Los Angeles, California The Patient Experience Program Manager at USC Norris Cancer Hospital is responsible for leading initiatives to improve patient and family-centered care. This role requires strong leadership, organizational, and analytical skills, with active engagement in coordinating efforts across departments to enhance patient satisfaction and service excellence. Key Responsibilities: Patient Experience: Develop and implement best practices to improve patient experiences, manage social media reputation, handle complaints, and ensure high-quality care and communication with patients and families. Volunteer Management: Recruit, retain, and recognize volunteers and interns, and develop departmental processes including compliance with Welcome Rounds. Leadership and Collaboration: Lead daily huddles, participate in leadership meetings, manage the Patient and Family Advisory Council, and facilitate initiatives fostering a culture of patient-centered care. Program and Operations Management: Oversee the Image Enhancement Center, manage concierge services, and maintain departmental supplies and collateral. Additional Duties: Support special projects, strategic planning, and perform other duties as assigned. Minimum Qualifications: Master's degree in a related field At least 5 years of experience in patient/customer relations, with a proven record of developing strategies to improve patient experience Minimum 2 years of leadership in patient/family satisfaction programs Strong interpersonal, communication, facilitation, coaching, and presentation skills Proficiency in team building, conflict resolution, project management, and computer applications Diplomatic problem-solving approach Preferred Qualifications: Relevant certifications such as Certified Patient Experience Professional (within one year of hire) Fire Life Safety Training (LA City) or ability to obtain within 30 days The annual salary range is $81,120 - $133,010, considering experience and organizational factors. #J-18808-Ljbffr University of Southern California
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