RN Patient Quality & Service Manager

Full-Time Clinical Leadership Role

125-150K + Paid Relocation 

Some Travel Required

Acute Care Hospitals System the Inland Empire seeking a dynamic and highly skilled Registered Nurse (RN) Leader to manage the critical intersection of Patient Quality and Service Excellence across a two-campus hospital system. This is a vital mid-senior level role responsible for driving a culture of patient-centered care and utilizing data to achieve measurable operational and clinical improvements.

Hospital Environment:

This role supports a licensed, multi-campus acute care system in Southwest Riverside County, California. The combined facilities provide comprehensive services, including a county-designated Trauma Center, a Total Joint Center, a large Childbirth Center with a dedicated OB/Emergency Department program, and a Neonatal Intensive Care Unit (NICU). The environment is high-volume, managing over 4,000 surgeries annually and averaging 4,000 Emergency Department visits per month.

Position Summary:

The Patient Quality & Service Excellence Manager (RN) is the strategic leader responsible for enhancing the patient and family experience while ensuring the highest standards of quality and efficiency. This individual translates both objective (survey scores) and subjective (complaints/grievances) patient feedback into actionable strategies and sustained behavioral changes across the organization.

Key Responsibilities:

Strategic Improvement & Process Excellence:

• Drive and foster a system-wide culture of patient-centered care and clinical excellence.
• Identify performance improvement (PI) opportunities and utilize methodologies, such as Lean and Six Sigma tools, to analyze processes, reduce variation, and create seamless, high-quality service delivery at every patient touchpoint.
• Collaborate with leaders and staff across departments to proactively implement PI and patient experience strategies.

Patient Relations & Data Management:

• Translate patient experience data (e.g., HCAHPS, Press Ganey) and patient relations assessments into clear, prioritized action plans for clinical and non-clinical teams.
• Have direct accountability for overseeing the formal patient complaint and grievance process, ensuring regulatory compliance and effective resolution.
• Formulate, summarize, and publish patient experience survey results and key quality metrics for leadership review.

Education & Staff Development:

• Provide targeted education and training to physicians, clinical staff, and non-clinical team members to drive the adoption of patient experience best practices.
• Work with care teams to standardize best practices based on quality data and patient feedback.

Candidate Qualifications:

Education & Experience Requirements:

• Education: Completion of an accredited Registered Nurse program.
• Bachelor’s degree from an accredited College or University in a related field is REQUIRED.
• Master’s degree in a related field is preferred.
• Clinical Experience: Three (3) years of clinical experience in an acute care setting.
• Leadership Experience: Demonstrated management or leadership abilities is required. (Seniority Level: Mid-Senior).
• Quality/PI Experience: One (1) year of dedicated quality or performance improvement experience, including data analysis and management.
• Specialized Experience: Experience in patient advocacy or complaint/grievance management is preferred.
• Methodology: Lean Six Sigma knowledge or certification is preferred; willingness to complete certification within the first two years of employment will be required.

Required Licensure & Certifications:

• Current California RN License is REQUIRED.
• Certified Patient Experience Professional (CPXP) is preferred.
• Certified Professional in Healthcare Quality (CPHQ) is preferred.