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Providence Health & Services Director, Patient Experience in Tarzana, California


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Providence is calling a Director, Patient Experience (Full time/Day shift) to Providence Cedars-Sinai Tarzana Medical Center in Tarzana, CA.

We are seeking a Director, Patient Experience who will be responsible for 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.

In this position you will:

  • 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 and grievance committee

  • 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

  • Responsible for volunteer program and activities of the ministry

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


Required qualifications:

  • Bachelor’s degree or equivalent educ/experience

  • Five (5) or more years experience in healthcare and/or business environments’ customer service

  • Supervisory experience in a healthcare environment

Preferred qualifications:

  • Master's Degree

  • Change Facilitator/Green Belt Training

  • Certified patient experience professional certification, CPXP

About the hospital you will serve.

Providence Cedars-Sinai Tarzana Medical Center is a 245-bed not-for-profit medical center that serves the San Fernando Valley, offering high quality specialty services, including: heart and vascular care, orthopedics, oncology and senior services. Recognizing the special health care needs of women and children, our Women’s Pavilion & Resource Center provides women’s health and maternity care in once central location. The hospital specializes in pediatrics and has one of the largest neonatal intensive care units in the San Fernando Valley. Providence Tarzana has a reputation for clinical excellence and sophisticated technology with a personal touch. Providence Health & Services cares about the people and the lives that we touch each and every day. We are continually driven by the caring tradition of our heritage – the fundation of our Mission and core-values – to embrace respect, compassion, justice, excellence and stewardship. With a rich past reaching back more than 65 years in Southern California, and 150 years in total, Providence Health & Services today celebrates unprecedented growth, recognition for top quality health care, a vibrant employee culture where new ideas are encouraged and a drive to help the underprivileged - all with an eye toward the future.

For information on our comprehensive range of benefits, visit:

Our Mission

As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.

About Us

Providence is a comprehensive not-for-profit network of hospitals, care centers, health plans, physicians, clinics, home health care and services continuing a more than 100-year tradition of serving the poor and vulnerable. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.

Schedule: Full-time

Shift: Day

Job Category: Non-Clinical Lead/Supervisor/Manager

Location: California-Tarzana

Req ID: 291308