Program Manager - Patient Experience

Yale New Haven Health•New London, CT

13h

About The Position

Under the direction of Patient Experience leadership, the Program Manager, Patient Experience serves on the patient experience team to drive patient experience strategy and help execute the vision and action plan for Yale New Haven Health and the Ambulatory Enterprise. The position manages, disseminates, and interprets patient experience data; participates in developing and implementing patient/customer experience strategies and initiatives; and supports sites and regions with analytics, performance improvement, and evidence-based best practices. The role provides expertise on the implications of HCAHPS measures, including value-based purchasing, reimbursement, and financial outcomes. It also helps develop and sustain education programs that support YNHHS’s care signature and plans and coordinates educational activities for staff, including physicians, to promote excellence in patient experience. The Program Manager supports patient- and family-centered care, leads and supports initiatives and committees, gathers patient and family feedback, and works with clinical, financial, and operational leaders and frontline teams to advance patient experience goals and practices.

Requirements

Bachelor's degree required.
Three to five years of leadership or project management experience in a healthcare environment, with progressively increasing responsibilities.
Experience in data analysis, statistics, and performance improvement required.
Experience working in partnership with patients and families; administrative experience.
Two to five years of experience as a CPE Supervisor.
Passion for improving healthcare delivery across the continuum of care.
Excellent written and oral communication skills.

Nice To Haves

Master's degree in a healthcare discipline, public health administration, or a related field pertinent to the role.

Responsibilities

Manage the preparation, gathering, analysis, and interpretation of patient/customer engagement data to assess the effectiveness of patient/customer experience strategies.
Serve as a service performance improvement expert for staff and physicians; work with the Medical Director of Patient Experience and practice leaders to plan, organize, and coordinate projects, ensuring objectives, deliverables, timelines, and quality standards are met.
Develop curriculum and content for clinical and staff education in conjunction with YNHHS Patient Experience and the YNHHS Chief Experience Officer.
Support the organization's commitment to patient- and family-centered care.
Lead and support Patient Experience leadership in rolling out initiatives; support and implement reward and recognition events and programs for patient and family advisors and staff.
Seek patient and family feedback as needed to identify gaps in the patient experience continuum, and facilitate best practices to enhance patient experience across YNHHS.
Support patient experience committees and forums; lead and guide committees and work groups in implementing strategies and achieving goals.
Serve as the organizational lead for assigned patient experience processes and initiatives, which may include internal coaches, reward and recognition, quiet hospital, service recovery, discharge phone calls, and patient and family advisors.
Participate in system-wide task forces and committees, provide patient experience input, and make focused recommendations to improve performance.
Communicate with and influence clinical, financial, and operational management regarding goals and progress; coach and lead frontline team members in changing behaviors and practices.
Perform other duties as assigned.