Experience Improvement and Innovation Program Manager

University of Chicago•Chicago, IL

1d•Onsite

About The Position

The Experience Improvement and Innovation Program Manager works in UChicago Medicine’s Patient Experience department and is based onsite at Hyde Park. The role sets and executes plans for continuous improvement in patient experience within designated care areas, using patient experience data to develop, implement, and maintain programmatic solutions. Through leadership collaboration, staff engagement, and coaching, the Program Manager integrates evidence-based practices into daily operations and leads efforts to identify and implement changes that can distinguish UChicago Medicine as a patient experience leader. The position also manages change related to improvement strategies and efforts to integrate patients’ voices into operational transformation. The Program Manager partners with leaders, staff, subject-matter experts, service-line teams, and data analysts to plan and manage improvement projects, communicate performance, and support cross-functional initiatives. The role includes coaching providers, leaders, and staff; facilitating learning events and workshops; observing care areas and providing feedback; analyzing experience data and communicating actionable insights; monitoring outcomes; and creating forums and processes to capture and integrate the patient voice. The position also advocates for operational and workplace improvements, shares knowledge externally, and keeps current with patient experience best practices. This is a full-time, onsite, day-shift position in Hyde Park. The employee must be based in the greater Chicagoland area.

Requirements

Bachelor’s degree.
At least 5 years of project management and/or change management experience.
In-depth knowledge and experience of 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 the University of Chicago Medical Center’s PRIDE values: Participation, Respect, Integrity, Diversity, and Excellence.
Must be based in the greater Chicagoland area.

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 UChicago Medicine leaders and consulting experts to assess and address opportunities for patient experience improvement using patient feedback and evidence-based practices.
Drive patient experience communications for different audiences to maintain awareness of performance and align cross-functional improvement efforts.
Build leadership and stakeholder partnerships and provide project and change management expertise to advance 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 actionable insights and stories about patients’ and families’ lived experiences.
Use experience outcome patterns to anticipate cycles and advocate for workflow adjustments that support continuous service improvement.
Collaborate with stakeholders to monitor functional and unit outcomes and improve patient experience practices and approaches.
Deploy processes and forums for capturing the patient voice in enterprise-wide improvement and sustainment strategies.
Partner with service-line leaders to advocate for operational and workplace improvements and investments.
Partner with clinical, financial, and operational data analysts to develop strategic insights and recommendations for further exploration.
Maintain current patient experience knowledge, share knowledge externally, and stay informed about industry best practices.
Read and understand the University of Chicago Medical Center’s Standards of Behavior and demonstrate its PRIDE values.
Give full attention to one patient at a time, exercise patience and empathy, demonstrate professionalism, and greet people warmly.