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Care Experience & Performance Improvement Manager

+ Oakland, CA

+ Quality

+ Patient Experience

+ Full Time - Day

+ $49.36-$82.28/Hrly

+ Req #:42337-31402

+ FTE:1

+ Posted:July 15, 2025

Summary

SUMMARY: Responsible for planning, coordinating, and monitoring, care experience throughout the system; including coaching/consulting individuals, departments and interdisciplinary teams in identifying, prioritizing and implementing improvement strategies that enhance patients’ experience; educates leaders and staff in the use of best practices and available data, leads-organization wide implementations, and develops and presents presentations and training.

DUTIES & ESSENTIAL JOB FUNCTIONS: NOTE: Following are the duties performed by employees in this classification. However, employees may perform other related duties at an equivalent level. Not all duties listed are necessarily performed by each individual in the classification.

1. Tracks outcomes, disseminates data and designs dashboards and other visual tools, communicates shared learnings, and contributes to sustainability of systems care experience initiatives.

2. Performs, coordinates, and facilitates data management with internal resources and external vendors.

3. Partners with leaders to build their knowledge of available data and best practices to hardwire management and employee practices (including training, skill validation, monitoring, feedback).

4. Provides consultation on various patient experience approaches/programs, data needs, ongoing reporting and monitoring and course correction planning.

5. Evaluates patient experience surveys and data along with pertinent other data sources, such as, employee, provider and quality, to identify trends, define/develop reports and drive changes and process improvements.

6. Communicates status of patient experience initiatives and data, issues, and barriers to management teams and providers.

7. Creates training, meeting and facilitation materials and provides direct learning sessions and/or meetings with leaders, managers and staff.

8. Develops and supports Patient Family Advisory Council and/or alternative means of obtaining and integrating patient and family feedback, ideas and involvement into organizational initiatives.

9. Works with patient and family complaints and concerns by service recovery, documentation, trending, communication to involved parties and transferring to correct parties, etc.

10. Performs other duties as assigned.

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.

Required Education: Master’s degree in a clinical or healthcare related field or Clinical field related certification or license.

Required Experience: Seven years of experience working in a healthcare setting, experience managing projects independently and as part of a team.

Alameda Health System is an equal opportunity employer and does not discriminate against any employee or applicant for employment based on race, color, religion, national origin, age, gender, sex, ancestry, citizenship status, mental or physical disability, genetic information, sexual orientation, veteran status, or military background.