Project Manager, Patient and Family Experience, 40 Hour, Days

UMass Memorial Health•Worcester, MA

2d•Onsite

About The Position

Under the direction and assignment of management, the Project Manager has direct oversight of multiple projects related to improving various initiatives at UMMMC. This includes, but is not limited to, departmental projects, performance improvement projects, quality initiatives, and various other activities. The Project Manager will develop project timelines, perform analyses, identify potential solutions and collaborate with leaders, providers and staff to develop best practice recommendations for multiple levels of projects.

Requirements

Bachelor’s degree in Business, Healthcare or related field.
Must have driver’s license to move from one campus to another as necessary.
Five years related work experience in Business, Healthcare or related field.
Three years of project management experience.
Ability to multi-task, trace progress and quality of project plans, as well as on-going work.
Must be able to work independently and function as a team member who fosters effective communication and coordination of department efforts.
Must show willingness to be flexible and adaptable to change in priorities.
Strong organizational skills and excellent communication skills, both verbal and written.
Proficiency in Microsoft office Suite products, particularly with Powerpoint, Excel and Word, in addition to working knowledge of Access.

Nice To Haves

Master’s degree in Business, Healthcare or related field.
A working knowledge of patient centered care principles, performance improvement standards and methodology, and Lean Management principles.

Responsibilities

In collaboration with hospital and department stakeholders, designs Medical Center or Medical Group -wide improvement projects and initiatives as well as department-specific projects, and provides support as necessary.
Effectively manages projects to completion, including establishing team, project plan, timeline and clearly identifies deliverables.
Establishes and implements project metrics, adjusting team activities as necessary to ensure success of the project.
Escalates barriers as appropriate to ensure timely and measurable success of the project.
Creates regular project communications materials for key constituencies; prepares reports for department leaders and stakeholders. Analyzes and produces compelling reports for internal audiences.
Develops and delivers presentations related to projects at the department or hospital level for informational and/or promotional purposes.
Evaluates and recommends vendors for the potential purchase of services or products as needed for project development or management; evaluates and pilots services and products; partners with leadership to make and implement selections.
Serves as a resource and advisor to department staff and hospital leaders regarding project management in their assigned areas and including relevant tools and practices.
Identifies best practices and overcomes barriers to implementing improvement initiatives. Advises on best practices and implementation tactics; serves as resource to frontline staff and managers, providing support as needed.
Utilizes various metrics to evaluate the progress of applicable programs and initiatives. Serves on designated organizational committees with the purpose of providing a broad perspective.
Works independently on projects, while adhering to system supported project management principles, including visual and daily management systems.
Report, analyze, and synthesize data from reporting systems for communications and for project direction.
Recommends and contributes to the development of appropriate educational materials and collaborates with administrative and clinical personnel regarding initiatives.
Facilitates open communication with families and professionals and work collaboratively to design, implement and evaluate improvement efforts.
Provides operational support for Medical Center–wide patient experience programs, including planning, coordinating, and tracking initiatives; standardizing processes; and advising leaders and frontline teams on best practices.
Collaborates with clinical and non-clinical teams to identify patient experience issues, develop solutions, and implement improvement strategies that drive long-term results.
Serves on organizational committees to provide a broad consumer perspective and expand patient and family engagement in decision-making.
Leads the planning and implementation of annual Patient Experience Week activities and events.
Utilizes patient experience platforms (e.g., Press Ganey, Cipher digital rounding, Tableau PX Portal) to compile, analyze, and communicate quantitative and qualitative data that inform improvement strategies and ensure correct usage.
Generates and distributes survey data and rounding reports; prepares presentations and dashboards for meetings at multiple levels.
Coordinates patient experience data strategy efforts, including reporting, workgroup meetings, and follow-up actions.
Responsible for daily operations of the digital rounding program, including user onboarding/offboarding, account management, and troubleshooting.
Provides training and ongoing support to rounders; manages the Nurse Leader Rounding Preceptorship Program and quarterly newsletter.
Analyzes rounding data, tracks performance goals, and prepares visualizations and reports to support improvement work.
Supports the implementation and ongoing management of patient and family experience recognition programs, including the PX Award, RN Leader Rounding, and service line recognition.
Develops and delivers presentations, orientation, and educational programs for students, residents, staff, and providers to build patient experience knowledge and skills.
Manages patient experience–related communications, including websites and social media.
Supports the operational and strategic growth of PFACs across the Medical Center by assisting with planning, coordination, and implementation activities.
Promotes a patient- and family-centered culture by helping identify opportunities to broaden engagement.
Supports initiatives to engage diverse populations and advance more equitable patient and family experiences.
Complies with established departmental policies, procedures and objectives.
Attends variety of meetings, conferences, seminars as required or directed.
Demonstrates use of Quality Improvement in daily operations.
Complies with all health and safety regulations and requirements.
Respects diverse views and approaches, and contributes in maintaining an environment of professionalism, tolerance, civility and acceptance toward all employees, patients and visitors.
Maintains, regular, reliable, and predictable attendance.
Performs other similar and related duties as required or directed.