Program Manager - Patient Experience

Stanford Health Care • Newark, NJ

1d • $69 - $91

About The Position

The Patient Experience Program Manager supports the strategic identification and development of digital and non-digital experience initiatives. Working with a cross-functional team, the role develops strategies and business cases, structures partnerships, and drives initiatives intended to improve patient, physician, and staff experiences at Stanford Health Care.

The Program Manager leads large strategic and cross-functional improvement programs for executive stakeholders, departments, and project teams. The position defines program intent and oversees deliverables to ensure goals are met. It also supports Stanford Health Care’s commitment to an exceptional patient and family experience through its C-I-CARE framework: anticipating patient needs, guiding patients toward better outcomes, and coordinating the complexity of care.

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 patient, family, and caregiver journeys 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.
• Adopt and execute C-I-CARE standards in interactions with patients, families, and colleagues.

Nice To Haves

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

Responsibilities

• Drive management and execution of programs focused on patient, family, and member experience goals.
• Manage online projects related to 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 processes, educate colleagues about 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.
• Prepare presentation reports for senior management, physicians, and hospital executives, summarizing data trends and progress toward program goals.
• Identify process-improvement opportunities, use synergies across projects to develop solutions to technological and non-technological problems, and identify future projects.
• Participate in department activities, including developing content for department tools and methodologies and synthesizing content from external resources and conferences.
• Provide leadership for large strategic and cross-functional improvement programs by defining strategic intent and overseeing deliverables to meet project goals.

What This Job Offers

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