Performance Improvement Program Manager

Providence • Portland, OR

3d • Onsite

About The Position

Reporting to the Providence Experience Regional Executive, the Providence Experience Program Manager plays a critical role in ensuring the patients and families we serve, consistently experience care and services with unforgettable compassion. The Program Manager is responsible for the continual improvement of patient experience measures and metrics in their assigned ministry as well as across Oregon regional initiatives/goals. Working courageously and closely with ministry leadership, providers and teams, the Program Manager will lead ministry level experience strategy, establish experience cultural and improvement priorities, work collaboratively to define improvement initiatives and sustainability elements, as well as provide performance monitoring and interpretation for recognition and refinement. Providence caregivers are not simply valued – they’re invaluable. Join our team at Providence Oregon Regional Shared Services and thrive in our culture of patient-focused, whole-person care built on understanding, commitment, and mutual respect. Your voice matters here, because we know that to inspire and retain the best people, we must empower them.

Requirements

• Bachelor’s Degree in Human Resources, Education, Health Sciences, Clinical Care, Healthcare Administration, or related field; from accredited college/university, or equivalent educ/experience
• Driving may be necessary as part of this role. Caregivers are required to comply with all state laws and requirements for driving.
• Upon hire: Certification in Patient Experience or Patient Advocacy
• 5 years healthcare experience or guest services/customer experience/hospitality/brand management related role.
• Experience with complex data interpretation, presentation creation and delivery to small and large groups.
• Experience in change management.
• Experience in facilitation, coaching and developing others.

Nice To Haves

• Master's Degree in Human Resources, Education, Health Sciences, Clinical Care, Healthcare Management, or related field.
• Healthcare Patient Experience role experience.
• Experience with patient experience metrics, measurement and tools (Press Ganey).

Responsibilities

• Continual improvement of patient experience measures and metrics in their assigned ministry as well as across Oregon regional initiatives/goals.
• Lead ministry level experience strategy.
• Establish experience cultural and improvement priorities.
• Work collaboratively to define improvement initiatives and sustainability elements.
• Provide performance monitoring and interpretation for recognition and refinement.

Benefits

• Free, convenient, and ample parking
• TriMet annual pass (Hop Fastpass) for benefit eligible staff who work within the Portland Service Area
• Medical Plan Assistance Program- provides free or reduced-cost coverage to caregivers and their eligible dependents who qualify based on household size and income
• Tuition reimbursement/education– includes 100% tuition paid program options; up to $5,250 per year for select undergraduate and masters degrees within Guild catalog. Required books and fees are 100% covered or reimbursable for select schools in the Guild catalog up to program funding cap
• Paid Time Off – Benefit eligible caregivers receive up to 25 days per year
• Retirement - The Providence retirement program consists of employer match and discretionary contributions that work together with your pre-tax (and/orRoth aftertax) contributions to help you save for retirement.
• Lyra Caregiver Assistance program- Up to 25 counseling or coaching sessions per eligible member per year

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level