Technical Program Manager (Consumer Experience)

Memorial Hermann Health System•Salt Lake City, UT

1d•Onsite

About The Position

At Memorial Hermann, the Technical Program Manager (Consumer Experience) is responsible for owning strategic, technical, and cross-functional programs that support the Memorial Hermann Consumer Experience (CX) initiatives. This position focuses on supporting consumer-centric programs and projects dedicated to elevating the patient experience across all care settings. The role involves planning, directing, and coordinating systemic programs that align with the CX strategy and service commitment across the health system. This position leads complex, system-wide initiatives to enhance patient experience, combining strategic program management with advanced data analytics. Key responsibilities include extracting, analyzing, and translating data into actionable insights, partnering with executive leadership, clinical teams, and cross-functional stakeholders to develop dashboards, reports, and presentations, and managing multiple priorities. The individual will also support vendor management, optimize processes, and ensure successful implementation of CX programs across multiple campuses, using data to influence system-wide decisions.

Requirements

Strong experience with managing programs and projects
Skilled in data extraction, analysis, and visualization
Experience managing and maintaining dashboards and reports
Proven ability to translate data into actionable insights that improve outcomes
Excellent communication, presentation and collaboration skills
Strong time management with ability to triage and prioritize multiple requests
Able to work across multiple campuses and partner effectively with leaders
Bachelor’s degree in Healthcare Administration, Business Administration, Marketing, Health or Computer Science or related field
Five (5) years progressive experience in program management, leading special programs and/or projects
Strong program and project management skills, including planning and execution
Excellent written and verbal communication and interpersonal skills
Strong organizational skills
Strong critical thinking skills with the ability to apply data analytics to develop and implement focused initiatives and work plans
Strong problem solving and decision-making skills
Experience collaborating with a diverse group of stakeholders, including executives, physicians, and clinical staff
Ability to observe and identify issues and create resolutions by developing solutions to address pain points that are high-pain/high-frequency
Advanced proficiency in Microsoft office tools, experience using presentation and collaborations tools (e.g. Jira, SharePoint, Visio) to create reports, visuals, and professional level content

Nice To Haves

Master’s degree
Advanced data analytics and dashboard/report development (Epic, Qualtrics, or similar)
Ability to translate data into executive-level presentations
Experience with Python, R, or similar tools
Healthcare operations or patient experience (CX) experience
Demonstrated experience in healthcare operations and process improvement methodologies
Strong analytical skills with proficiency in data tracking, reporting, and outcomes evaluations
Experience working with specific healthcare data, such as Epic and HL7

Responsibilities

Manages complex, system-wide Consumer Experience (CX) programs from inception to rollout including stakeholder alignment, communications, training, technical build, testing, implementation, and maintenance, under supervision of system CX leader.
Provides leadership, ownership, and assumes responsibility for success of assigned projects, events, and initiatives including planning, coordination, and site team engagement.
Builds strong working relationships and collaborates with cross functional teams including, but not limited to, campus/executive leadership, clinical operations, Enterprise Analytics, and Quality teams to align priorities and execute system strategy.
Provides direction to and collaborates with stakeholders and operators across the system to design and deliver tools and resources such as toolkits, insight reports, one-pagers, shareable stories, and talking points that reinforce our service commitment and standards for every patient, ensuring the delivery of the Memorial Hermann Experience.
Fosters a culture of continuous improvement by identifying process efficiencies, conducting tests of change, and driving the adoption of best practices to innovate and enhance the patient experience.
Monitors and manages risks associated with CX programs and takes measures to mitigate potential issues.
Develops and maintains program documentation and reports to track progress and outcomes.
Evaluates and identifies ROI and anticipated value of programs and projects.
Facilitates improvement by building a robust framework and/or implementing a new strategy driven by data, benchmarks and best practices.
Supports and collaborates with the CX teams in key efforts for continuous improvement in consumer and patient experience initiatives.
Creates presentation and informational materials for use at various committees and meetings within the system.
Ensures safe care to patients, staff and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service.
Promotes individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency; supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor and resource to less experienced staff.
Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences.
Models Memorial Hermann’s service standards of providing safe, caring, personalized and efficient experiences to patients and our workforce.
Other duties as assigned.