Program Manager - Patient Experience

Stanford Health Care • Newark, CA

8d • $69 - $91 • Onsite

About The Position

The Patient Experience Program Manager supports the strategic identification and development of digital and non-digital experience initiatives. Working with cross-functional teams, the position develops strategies and business cases, structures partnerships, and drives initiatives intended to improve experiences for patients, physicians, and staff at Stanford Health Care. The role provides program leadership for large, strategic, cross-functional improvement programs, defining their strategic intent and overseeing deliverables to ensure goals are met.

The position manages programs focused on patient, family, and member experience; oversees online experience projects involving personas, design, content, analysis, testing, and voice of the customer; and works with operational, technical, technology, and Marketing stakeholders to establish requirements, improve processes, implement change, and deliver personalized experiences. It also prepares reports on data trends and progress for senior management, physicians, and hospital executives, identifies process improvements and future project opportunities, and contributes content to department tools and methodologies.

Requirements

• Bachelor’s degree in a work-related discipline or field from an accredited college or university.
• Three years of progressively responsible and directly related work experience.
• Knowledge of industry trends related to patient experience.
• Knowledge of the patient, family, and caregiver journey through the health system and how to identify key pain points.
• Knowledge and experience facilitating multidisciplinary teams to determine solutions to recurring challenges.
• Ability to maintain confidentiality of sensitive verbal and written information.
• Ability to analyze operational and procedural problems and develop, recommend, and evaluate proposed solutions.
• Ability to communicate effectively at all organizational levels, including in situations requiring instruction, persuasion, negotiation, conflict resolution, consultation, and advising.
• Ability to prepare clear, comprehensive written and oral reports and materials.
• Ability to prioritize and drive results with a strong emphasis on quality.
• Ability to work as part of a team.

Nice To Haves

• Master’s degree in health care administration or a related field.

Responsibilities

• Drive management and execution of programs focused on goals related to patient, family, and member experience.
• Manage online projects related to evolving patient and family experiences, including persona modeling, design, content, analysis, testing, and voice of the customer.
• Work with operational and technical stakeholders to define requirements, develop and maintain efficient processes, explain project feasibility, and implement process changes with functional leads.
• Collaborate with the technology organization to deliver projects using design thinking methodology.
• Work with Marketing to integrate brand strategy into a dynamic, personalized experience.
• Design and prepare presentation reports that summarize data trends and progress toward program goals for senior management, physicians, and hospital executives.
• Identify process-improvement opportunities, use synergies across projects to develop creative technological and non-technological solutions, and identify future projects.
• Contribute to department activities, including developing content for department tools and methodologies and synthesizing content gathered from external resources and conferences.
• Provide program leadership for large strategic, cross-functional improvement programs by defining strategic intent and overseeing deliverables to ensure project goals are met.

What This Job Offers

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