Experience Improvement and Innovation Program Manager
About The Position
UChicago Medicine is hiring an onsite Experience Improvement and Innovation Program Manager for its Patient Experience department in Hyde Park. The role is responsible for setting and executing plans for continuous improvement in patient experience across designated care areas. The Program Manager uses patient experience data to develop, implement, and maintain programmatic improvement solutions, integrating evidence-based practices into daily operations through leadership collaboration, staff engagement, and coaching. The role also leads breakthrough improvement efforts and manages change associated with patient experience strategies, ensuring patients’ voices inform operational transformation. The Program Manager partners with healthcare leaders, consulting experts, service-line leaders, and clinical, financial, and operational data analysts. They build stakeholder engagement, manage projects and change, coach providers and staff, facilitate learning events and workshops, observe care areas, analyze and communicate data, monitor outcomes, and create processes and forums for incorporating patient feedback into enterprise-wide improvement and sustainment efforts. The position also requires maintaining knowledge of patient experience practices and sharing knowledge externally. This is a full-time, day-shift, onsite position in Hyde Park. The candidate must be based in the greater Chicagoland area. The role is in the Patient Experience department and is non-union.
Requirements
- Bachelor’s degree.
- At least 5 years of project management and/or change management experience.
- In-depth knowledge of and experience with health systems.
- Demonstrated project management, time management, analytical, and organizational skills.
- Ability to manage multiple projects or initiatives simultaneously.
- Ability to build trusting relationships and lead through influence.
- Exceptional facilitation, presentation, and communication skills.
- Ability to motivate, inspire, and engage team members.
- Commitment to UChicago Medicine’s Standards of Behavior and PRIDE values: Participation, Respect, Integrity, Diversity, and Excellence.
- Ability to focus on one patient at a time, exercise patience and empathy, demonstrate professionalism, and greet everyone warmly.
Nice To Haves
- Master’s degree in a health, hospitality, or business field.
- Clinical background or training.
- At least 5 years of healthcare experience.
Responsibilities
- Partner with UCM leadership and consulting experts to assess and address experience-improvement opportunities using patient feedback and evidence-based best practices.
- Drive patient experience communications for varied audiences to maintain awareness of performance and align cross-functional improvement efforts.
- Build leadership and stakeholder partnerships and engagement, applying project and change management expertise to lead improvement plans.
- Coach providers, leaders, and staff to create exceptional experiences.
- Facilitate learning events and workshops, conduct care-area observations, and provide feedback on demonstrated behaviors.
- Analyze patient experience data and communicate insights to support action and convey patients’ and families’ experiences.
- Use patterned experience outcomes to anticipate cycles and advocate for workflow adjustments and continuous service improvement.
- Collaborate with stakeholders to monitor functional and unit outcomes and improve patient experience practices.
- Deploy processes and forums to capture the patient voice in enterprise-wide improvement and sustainment strategies.
- Partner with service-line leaders to advocate for operational and workplace improvements.
- Work with clinical, financial, and operational data analysts to provide strategic insights and recommendations.
- Maintain current patient experience knowledge and share knowledge externally while staying current on industry best practices.
- Read and understand UChicago Medicine’s Standards of Behavior and demonstrate and uphold its PRIDE values.
- Give each patient full attention, demonstrate patience and empathy, act professionally, and greet people warmly.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
