Technical Program Manager (Consumer Experience)

Memorial Hermann Health System•Salt Lake City, UT

About The Position

The Technical Program Manager owns strategic, technical, and cross-functional programs supporting Memorial Hermann Consumer Experience (CX) initiatives. The role supports consumer-centric programs and projects designed to elevate patient experience across care settings, and plans, directs, and coordinates systemic programs that support the CX strategy and the delivery of the health system’s service commitment and standards. The position typically reports to a Consumer Experience leader. The role manages complex, system-wide programs from inception through rollout and ongoing maintenance. It works with leaders and cross-functional teams to align priorities, develop resources and initiatives, use data and best practices to drive improvement, and monitor program progress, risks, and outcomes. The position also creates presentations and informational materials for committees and meetings and contributes to a safe, compassionate, personalized, and efficient experience for patients, employees, and visitors.

Requirements

Bachelor’s degree in Healthcare Administration, Business Administration, Marketing, Health or Computer Science, or a related field.
Five years of 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, critical-thinking, problem-solving, and decision-making skills.
Ability to apply data analytics to develop and implement focused initiatives and work plans.
Strong presentation skills, including tailoring materials and messages for executive audiences.
Experience collaborating with diverse stakeholders, including executives, physicians, and clinical staff.
Ability to identify high-pain, high-frequency issues and develop solutions to address them.
Advanced proficiency in Microsoft Office tools and experience with presentation and collaboration tools such as Jira, SharePoint, and Visio.
Ability to manage projects or programs and strong analytical experience.
Proficiency in Excel and data programming, such as R, Python, or SQL.
Experience with data management and troubleshooting.
Familiarity with statistics for developing regressions and correlations.
Ability to create insightful, professional, data-driven PowerPoint presentations and present articulately to executives.

Nice To Haves

Master’s degree.
Demonstrated experience in healthcare operations and process improvement methodologies.
Strong analytical skills and proficiency in data tracking, reporting, and outcomes evaluation.
Experience with data visualization platforms such as Tableau or Sigma.
Healthcare background.
Experience working with healthcare data such as Epic and HL7.

Responsibilities

Manage complex, system-wide Consumer Experience programs from inception to rollout, including stakeholder alignment, communications, training, technical build, testing, implementation, and maintenance, under the supervision of the system CX leader.
Provide leadership and ownership for assigned projects, events, and initiatives, including planning, coordination, and site team engagement.
Build working relationships and collaborate with campus and executive leadership, clinical operations, Enterprise Analytics, Quality teams, and other cross-functional stakeholders to align priorities and execute system strategy.
Guide stakeholders and system operators in designing and delivering tools and resources, such as toolkits, insight reports, one-pagers, shareable stories, and talking points, that reinforce service commitments and standards.
Identify process efficiencies, conduct tests of change, and drive adoption of best practices to improve the patient experience.
Monitor risks associated with Consumer Experience programs and take measures to mitigate potential issues.
Develop and maintain program documentation and reports to track progress and outcomes; evaluate and identify return on investment and anticipated program value.
Facilitate improvement by building frameworks or implementing strategies driven by data, benchmarks, and best practices.
Support and collaborate with CX teams on continuous improvement efforts in consumer and patient experience initiatives.
Create presentations and informational materials for system committees and meetings.
Ensure safe care for patients, staff, and visitors and adhere to Memorial Hermann policies, procedures, standards, and budgetary specifications, including time, supply, productivity, and service-quality expectations.
Meet mandatory and continuing education and skills competency requirements, support department goals, and serve as a preceptor, mentor, and resource to less experienced staff.
Model Memorial Hermann service standards by creating safe, caring, personalized, and efficient experiences for patients and the workforce.
Perform other duties as assigned.