Program Manager Service Excellence

CommonSpirit Health•Phoenix, AZ

About The Position

As a Program Manager, you will oversee the strategic planning, execution, and delivery of complex programs. Every day you will manage program risks, resources, and budgets, align with organizational goals, and lead cross-functional teams to achieve business value. To be successful, you will demonstrate strong leadership, strategic thinking, and problem-solving, crucial for successful program completion and objective realization. Implements the system strategy and direction for multi market facilities to drive the culture, tactics, processes, and feedback for patient experience. This work spans across Arizona and Nevada. Reviews patient experience data and feedback to facilitate understanding of patient experience and synthesizes patient experience feedback and the identification and implementation of improvement strategies to achieve patient experience goals. Supports local patient experience committees or teams, education of patient experience results to clinic leadership, and facilitation of improvement initiatives. Provides medical group executive team with understanding of the patient experience and their impact on results, while keeping the organizations mission, vision, and values at the forefront of decision making and action. Ensuring that the patient/customer perspective is a driving force behind our actions and business decisions; crafting and implementing service practices that meet patients'/customers' and own organization's needs. (Focus also includes internal and external customers.) Demonstrates breadth and/or depth of professional/technical skills and capabilities required for position; shares knowledge; sets or contributes to the Company's direction within area of expertise.

Requirements

Bachelors Degree or 5 years related experience in lieu of the degree
Minimum of three (3) years experience in related field
Minimum two (2) years supervisory experience

Nice To Haves

CAHPS
HCAHPS
MIPS
Press Ganey
Top Box
Google Sheets
Google Looker
CPXP

Responsibilities

Oversee the strategic planning, execution, and delivery of complex programs.
Manage program risks, resources, and budgets.
Align with organizational goals.
Lead cross-functional teams to achieve business value.
Implement the system strategy and direction for multi market facilities to drive the culture, tactics, processes, and feedback for patient experience.
Review patient experience data and feedback to facilitate understanding of patient experience.
Synthesize patient experience feedback and the identification and implementation of improvement strategies to achieve patient experience goals.
Support local patient experience committees or teams, education of patient experience results to clinic leadership, and facilitation of improvement initiatives.
Provide medical group executive team with understanding of the patient experience and their impact on results, while keeping the organizations mission, vision, and values at the forefront of decision making and action.
Ensure that the patient/customer perspective is a driving force behind our actions and business decisions; crafting and implementing service practices that meet patients'/customers' and own organization's needs.