Experience Improvement and Innovation Program Manager, Patient Experience Department - Days

University of Chicago • Chicago, IL

88d • Remote

About The Position

Be a part of a world-class academic healthcare system, UChicago Medicine, as the Program Manager of Patient Experience Improvement & Innovation for the Patient Experience Department. Here, you will serve as an internal expert of our patient experience initiatives for the Emergency Departments (ED), including unplanned admissions. You'll partner closely with our ED, inpatient, and operations leadership to drive positive outcomes serving the health system's local communities. Patient Experience continues to remain a large focus of our business, and we seek a passionate individual who will be able to build, coach, and drive positive experiences for our communities. This position requires on-site work for the majority of each week, with the opportunity for partial remote work. You will need to be based in the greater Chicagoland area. We're making UChicago Medicine's the forefront of care for a growing number of patients and their families, and continually pioneering more effective community-based approaches to acute, chronic, and preventive care. We're relentless advocates for our community's economic resilience as well, using our voice to attract more investment and more opportunities for the people we serve. Our success depends on creating positive healthcare experiences for all patients. The Program Manager of Patient Experience Improvement & Innovation will be responsible for setting and executing our patient experience improvement and innovation programs for patients and visitors to our Adult Emergency Departments. In this role you will partner directly with leaders and staff to design and implement programmatic improvements to enhance the patient experience. Improvement efforts will be data-informed, grounded in industry best practices, and will enhance the health system's strategic priorities to realize its mission.

Requirements

• Bachelor's degree in the health, hospitality, or business field; Master's degree preferred.
• At least 3 years of project management and/or change management experience, ideally within a healthcare/hospital setting.
• Direct experience working with CAHPS survey performance improvement.
• In-depth knowledge and experience of a health system, with prior experience as a clinical professional preferred.
• Adept at critical thinking with demonstrated organizational and time management skills.
• Ability to build trusting relationships with leadership and lead through influence.
• Exceptional skills in facilitation, presentation, communication and relationship management.
• Ability to motivate and engage team members and peers.
• Lean Six Sigma Black Belt Certification or CPXP certification preferred.

Responsibilities

• Serve as a champion for providing an outstanding patient experience across the UChicago Medicine Adult Emergency Departments.
• Partner with leaders and key stakeholders to assess and remediate opportunities for experience improvement, from data analytics and insights to project and change management leadership.
• Analyze data for critical insights and study industry best practices to inform opportunities to advance patient experience processes, practices, and supporting system (technology) design.
• Accountable for driving outcomes, in collaboration with key stakeholders, at the unit level and across departments.
• Coach leaders and staff to implement and sustain impactful change.
• Integrate positive reinforcement, including an appreciative inquiry approach, staff recognition, and story-telling into improvement strategies.
• Facilitate workshops and learning events to engage leaders and staff in the UChicago Medicine Patient Experience approach and methods to drive a culture of caring.
• Lead the identification, due diligence, and implementation of improvement projects across complex stakeholder groups, including internal leaders and staff, physicians and providers, and patients and families.
• Serve as subject matter expert on committees to integrate patient engagement objectives and best practices.
• Leverage industry expert learning opportunities to further develop patient experience knowledge, support growth and credibility of the Patient Experience team, and promote successful change and innovation adopted at UChicago Medicine within relevant professional communities.

Benefits

• Comprehensive health insurance
• Retirement plans
• Paid time off
• Professional development opportunities
• Employee wellness programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Educational Services
• Education Level: Bachelor's degree