Experience Improvement and Innovation Program Manager

Job description

Be a part of a world-class academic healthcare system at UChicago Medicine as an Experience Improvement and Innovation Program Manager for the Patient Experience department. This position is an onsite opportunity at Hyde Park. You will need to be based in the greater Chicagoland area.
Our success depends on creating positive healthcare experiences for patients and visitors across the UChicago Medicine (UCM) health system. The Program Manager is responsible for will be responsible for setting and executing UCM’s plans for continuous improvement in patient experience delivery within designated care area(s). In this role the Patient Experience Program Manager will leverage patient experience data to create, implement, and maintain solutions that support a programmatic approach to improvement. Through leadership collaboration, staff engagement, and coaching they will integrate evidence-based best practices into daily operations, and lead efforts to identify and implement breakthrough change that may differentiate UCM as a patient experience leader. The Program Manager is responsible for managing change associated with patient experience improvement strategies and efforts to integrate patients’ voices throughout operations transformation.
Essential Job Functions
Planning and Project Management
• Partner with UCM’s leadership and consulting experts to assess and remediate opportunities for experience improvement strategies that integrate UCM patient voice feedback with evidence-based best practices.
• Drive execution of patient experience communications to various audiences to maintain awareness of patient experience performance and align cross-functional efforts in support of improvement initiatives.
• Build leadership/stakeholder partnerships and engagement, providing project management and change management expertise to spearhead improvement plans.

Model and Coach
• Coach providers, leaders and staff to create exceptional experiences.
• Facilitate learning events and/or workshops, conduct care area observations, and deliver meaningful feedback on demonstrated behaviors to build trust and loyalty with colleagues and enable a culture of caring for UCM health system patients and families.
• Perform data analysis as a patient experience subject matter expert to effectively communicate insights for action and enhance story-telling about the lived experiences of UCM patients and their families.
• Leverage patterned experience outcomes to anticipate cycles and advocate for workflow adjustments for continuous service improvement.
• Collaborate with key stakeholders to monitor functional/unit outcomes and, as a result, to continuously improve patient experience practices and approaches accordingly.
• Deploy processes and forums for capturing the patient voice in enterprise-wide improvement and sustainment strategies.
• Partner with service line leaders to advocate for (investments in) operational and workplace improvements for optimal performance. Partner with clinical, financial and operational data analysts to provide strategic insights and recommendations for further exploration.
• Maintain current patient experience knowledge and experience to create space and opportunity to knowledge share externally and keep current on industry best practices.

Analysis and Insights
• Perform data analysis as a patient experience subject matter expert to effectively communicate insights for action and enhance story-telling about the lived experiences of UCM patients and their families.
• Leverage patterned experience outcomes to anticipate cycles and advocate for workflow adjustments for continuous service improvement.
• Collaborate with key stakeholders to monitor functional/unit outcomes and, as a result, to continuously improve patient experience practices and approaches accordingly.

Voice of the Patient Forums & Integration
• Deploy processes and forums for capturing the patient voice in enterprise-wide improvement and sustainment strategies.
• Partner with service line leaders to advocate for (investments in) operational and workplace improvements for optimal performance. Partner with clinical, financial and operational data analysts to provide strategic insights and recommendations for further exploration.
• Maintain current patient experience knowledge and experience to create space and opportunity to knowledge share externally and keep current on industry best practices.

Required Qualifications
• Bachelor’s degree.
• 5+ years of project management and/or change management experience.
• In-depth knowledge and experience of Health Systems.
• Demonstrated project and time management, analytical, and organizational skills.
• Ability to manage multiple projects/initiatives simultaneously.
• Ability to build trusting relationships and lead through influence.
• Exceptional skills in facilitation, presentation, and communication.
• Ability to motivate, inspire and engage team members.
• Responsible for reading and understanding the University of Chicago Medical Center’s Standards of Behavior, and committing to demonstrate and uphold the PRIDE values of Participation, Respect, Integrity, Diversity and Excellence.
• Be present and focus on addressing one patient at a time giving your full attention.
• Always Exercise patience and empathy (put yourself in other’s shoes).
• Demonstrate professionalism at all times in Actions, Words, and Attire.
• Acknowledge and greet everyone in a warm, welcoming manner.

Preferred Qualifications
• Master’s Degree in health / hospitality / business field strongly preferred.
• Clinical background / training preferred.
• 5+ years of healthcare experience preferred.

Position Details
• Job Type/FTE: Full-Time
• Shift: Days
• Job Location: Hyde Park
• Unit/Department: Patient Experience
• CBA Code: Non-Union