Program Manager - Patient Experience

Stanford Health Care • Newark, NJ

9d

About The Position

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

The Program Manager drives programs focused on patient, family, and member experience; manages online projects involving personas, design, content, analysis, testing, and voice of the customer; and works with operational, technical, and marketing stakeholders to define requirements, improve processes, implement change, and integrate brand strategy into personalized experiences. The role also prepares reports for senior management and physician and hospital executive groups, identifies process-improvement opportunities, contributes to department tools and methodologies, and synthesizes content from external resources and conferences.

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.
• Candidates and employees must adopt and execute C-I-CARE standards for interactions with patients, families, and one another.

Nice To Haves

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

Responsibilities

• Drive management and execution of programs focused on achieving patient, family, and member experience goals.
• Manage online projects related to evolving patient and family experiences, including persona modeling, design, content, analysis, testing, and voice-of-the-customer work.
• Work with operational and technical stakeholders to define requirements, maintain efficient 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.
• Design and prepare presentation reports summarizing data trends and progress toward program goals for senior management, physicians, and hospital executives.
• Identify process-improvement opportunities and apply synergies from other projects to develop solutions to technological and non-technological problems and identify future projects.
• Participate in department activities, including developing enhanced content for department tools and methodologies and synthesizing content from external resources and conferences.
• Provide program leadership for large strategic, cross-functional improvement programs by defining strategic intent and overseeing deliverable development to ensure goals are met.

What This Job Offers

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