Experience Improvement and Innovation Program Manager
About The Position
UChicago Medicine is seeking an Experience Improvement and Innovation Program Manager for its Patient Experience department. The position is flexible/hybrid, requires on-site presence at least three days per week in Hyde Park, and requires the employee to be based in the greater Chicagoland area. Remote and on-site days may vary depending on weekly needs. The Program Manager sets and executes plans for continuous improvement in patient experience delivery within designated care areas. Using patient experience data, the role creates, implements, and maintains solutions that support a programmatic approach to improvement. Through leadership collaboration, staff engagement, and coaching, the Program Manager integrates evidence-based best practices into daily operations and leads efforts to identify and implement breakthrough changes. The role also manages change associated with patient experience strategies and works to integrate patients’ voices throughout operational transformation. The position partners with leaders, consulting experts, service line stakeholders, and analysts to assess improvement opportunities, manage projects and change, communicate performance, and support continuous improvement. It also coaches providers, leaders, and staff; facilitates learning events and workshops; conducts care area observations; analyzes experience data; and develops forums and processes to incorporate the patient voice into enterprise-wide improvement and sustainment strategies.
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 the University of Chicago Medical Center’s Standards of Behavior and PRIDE values: Participation, Respect, Integrity, Diversity, and Excellence.
- Ability to focus on one patient at a time and give that patient full attention.
- Patience and empathy.
- Professional conduct in actions, words, and attire.
- Ability to acknowledge and greet everyone in a warm, welcoming manner.
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 leaders and consulting experts to assess and address experience-improvement opportunities using patient feedback and evidence-based practices.
- Drive patient experience communications for various audiences to raise awareness of performance and align cross-functional improvement efforts.
- Build leadership and stakeholder partnerships and engagement, 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 to build trust and support a culture of caring for patients and families.
- Analyze patient experience data and communicate actionable insights that illuminate the lived experiences of patients and families.
- Use patterned experience outcomes to anticipate cycles and advocate for workflow adjustments that support continuous service improvement.
- Collaborate with stakeholders to monitor functional and unit outcomes and continuously improve patient experience practices and approaches.
- Deploy processes and forums to capture the patient voice in enterprise-wide improvement and sustainment strategies.
- Partner with service line leaders to advocate for investments in operational and workplace improvements.
- Collaborate with clinical, financial, and operational data analysts to provide strategic insights and recommendations for further exploration.
- Maintain current patient experience knowledge and create opportunities to share knowledge externally and stay current on industry best practices.
- Read and understand the University of Chicago Medical Center’s Standards of Behavior and demonstrate and uphold its PRIDE values.
- Give each patient full attention, exercise patience and empathy, demonstrate professionalism, and greet people in a warm and welcoming manner.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
