Sutter Health Lean Promotion Office Program Coordinator - (Mountain View) (FT) in Mountain View, California


Job Summary: Reporting to the Patient Experience Program Manager, the Patient Experience Program Coordinator supports patient experience improvement efforts including implementation, visibility, and innovation. These programs are highly visible throughout PAMF and the incumbent is a key representative and role model for the organization.

The incumbent is responsible for managing the logistics for events and training, supports and maintains daily engagement system, assists in preparing training materials, manages communications, and manages special projects promoting patient experience throughout PAMF. The incumbent utilizes strong communication, organization and project coordination skills, as well as data management, to ensure that goals remain on schedule. S/he also organizes project teams and meetings, including executive level meetings, while maintaining strong relationships with Administrative and Executive Assistants and staff. Utilizing lean practices, the incumbent is part of a team of individuals responsible for teaching and coaching PAMF administrators, clinicians, and front line staff on the application of patient experience improvement.

  • Support system-wide PamfCARES and daily engagement system deployment and maintenance:

  • Schedule meetings, events and celebrations throughout PAMF, coordinating with various Tiers 4 through 1 leaders, as appropriate, for each event

  • Coordinate venues, supplies and materials for leadership and staff events at various levels (department specific through PAMF-wide)

  • Order, coordinate and maintain materials for service recovery toolkits

  • Coach staff on patient experience, Lean process improvement tools and methods and in the ongoing development of the Lean Management system.

  • Contribute to and maintain intranet presence for LPO and Patient Experience; maintain Patient Experience SharePoint

  • Follow standard format

  • Collect content from various sources within LPO and throughout PAMF

  • Maintain continuous communication with involved parties to ensure information is up-to-date

  • Create and maintain user friendly and welcoming format and design

  • Provide appropriate access as needed

  • Coordinate visibility opportunities

  • Celebrations

  • Photography

  • Website, newsletter and email distributions

  • Coordinate collatoral materials (badge cards, service recovery, recognition/reward)

  • Prepare graphs, reports and dashboards for distribution

  • Assist with training video production:

  • Coordinate production schedule

  • Follow up with staff, physician, patient and volunteer “actor” nominees

  • Schedule interviews

  • Secure filming locations

  • Provide assistance during shoot

  • Participate in workshops, provides documentation support for events, and teach workshop or training modules (as appropriate).

  • Perform other duties and responsibilities and/or projects as assigned.


Required: Bachelors; Minimum of 2-3 years project management experience.

  • Must be able to communicate clearly and in a professional business manner. Strong written and verbal communication skills.

  • Able to perform multiple complex tasks, prioritize independently, and work under pressure to meet deadlines in a fast-paced environment.

  • Able to work with others in a flexible, cooperative environment.

  • Proficient in all applications of Microsoft Office, with an emphasis on Powerpoint, Excel, Visio, Word and Outlook.

  • Skilled in project management.

  • Able to read and interpret data.

  • Possesses a strong desire and ability to rapidly learn and apply the principles of a Lean enterprise and patient experience to the management of the Lean Promotion Office and Patient Experience Department.

  • Daily travel to locations within the Bay Area region

Primary Location: California, Peninsula/South Bay and Santa Cruz, Mountain View

Organization: Palo Alto Medical Foundation

Employee Status: Regular

Benefits: Yes

Position Status: Exempt

Union: No

Job Shift: Day

Shift Hours: 8 Hour Shift

Days of the Week Scheduled: Monday-Friday

Weekend Requirements: None

Schedule: Full Time

Hrs Per 2wk Pay Period: 80

All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, marital status, sexual orientation, registered domestic partner status, sex, gender, gender identity or expression, ancestry, national origin (including possession of a driver's license issued to individuals who did not present proof of authorized presence in the U.S.), age, medical condition, physical or mental disability, military or protected veteran status, political affiliation, pregnancy or perceived pregnancy, childbirth, breastfeeding or related medical condition, genetic information or any other characteristic made unlawful by local, state, or federal law, ordinance or regulation. External hires must pass a background check/drug screening. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state, and local laws, including but not limited to the San Francisco Fair Chance Ordinance.