Program Manager of Patient Experience Improvement & Innovation - Full-Time Days

Be a part of a world-class academic healthcare system UChicago Medicine as the Program Manager of Patient Experience Improvement & Innovation for the Patient Experience Department. Here you serve as the internal expert of our patient experience initiatives for the entire community hospital. Youll partner closely with our inpatient clinical leadership team to drive positive outcomes serving the south suburbs of Chicago. Patient Experience continues to remain a large focus of our business and we seek a passionate individual who will be able to build coach and drive positive experiences across the hospital. This department is the Senior Management Group Department. This position is a 100% onsite opportunity. You will need to be based in the greater Chicagoland area

As a member of the Ingalls team youll be part of a health care organization thats a beloved and reassuring presence in its South Suburban community. Were making UChicago Medicines forefront of care available to a growing number of patients and their families and continually pioneering more effective community-based approaches to acute chronic and preventive care. Were relentless advocates for our communitys economic resilience as well using our voice to attract more investment and more opportunities for the people we serve.

Our success depends on creating positive healthcare experiences for those that we provide service to. The Program Manager of Patient Experience Improvement & Innovation will be responsible for setting and executing our patient experience improvement and innovation programs for Ingalls Memorial this role you will: develop and maintain a programmatic approach to experience improvement through leadership partnerships staff engagement coaching and advisory functions to integrate best practices that effectively focuses on continuous service improvement. The Program Manager leads the strategic deployment of programmatic solutions related to communication programs and interactive patient care technology innovation to name a few. They will provide change management guidance and leadership in enterprise-wide improvement strategies. Oversight of direct and indirect reports in the coaching program this role would also be responsible for integrating patient voice throughout our E4 transformational efforts and optimize the use of innovative solutions to advance patient experience outcomes.

E4 Leadership (Equity Engage Evolve Excel) is a patient centered management system that empowers teams to improve on a daily basis. This is done through daily readiness huddles real time process monitoring performance review huddles and structured problem solving. E4 Leadership is an evolving system where leaders work together to cultivate a culture of equity and continuous improvement that enables:

• Each person to realize their full potential for contribution
• The organization to achieve high performance outcomes
• System-wide integration coordination and seamless execution
• Clear focus on exceptional equitable patient care and experiences

Essential Job Functions:

• Serve as a champion for patient experience across UChicago Medicine Ingalls Memorial Hospital. Partner with leadership to assess and remediate opportunities for programmatic experience improvement. Drive large-scale patient experience communication programs to various audiences through the integration of improvement initiatives. Build leadership/stakeholder partnerships and maintain their engagement by providing project management and change management expertise. Serve as a coach and advisor to inpatient leaders to demonstrate appreciative inquiry staff recognition efforts through institution-wide programs and integrate all patient voice feedback to shape improvement strategies.
• Adopt and administer a strength-based communication program in coaching providers senior leadership and staff to create exceptional experiences. Function as a lead coach in the enterprise-wide program for enhancing therapeutic relationships with expectations of facilitating workshops conducting observational coaching sessions and advancing the department through a strength-based lens within daily management activities to build trust and loyalty with patients and families and drive a culture of caring.
• Proficient in data analysis patient experience subject matter expert and the creation of the story to bring forth further advancements in experience. Skilled at anticipating experience outcomes cycles and workflow adjustments for continuous service improvement. Accountable for driving outcomes in collaboration with key stakeholders with responsibility in monitoring functional unit outcomes to then change practices and approaches accordingly.
• Manage team of direct and indirect staff from the PEEPs program as well as the therapeutic relationships coaches program in order to elevate service build trust and loyalty with patients and families and drive a culture of caring throughout the enterprise accomplished through daily operational management performance evaluations and mentorship.
• Lead the identification due diligence and innovation of integrated technology for patient and family engagement through optimization practices and partnerships with leaders and staff.
• Serve as a coach to enhance efforts to align innovation with maximizing patient experience outcome measures. Serve as subject matter experts on committees for integration of patient engagement.
• Deploy awareness and processes for advancing the inclusion of patient voice in enterprise-wide improvement and sustainment strategies. Partner with service line leaders to align strategies across for optimal performance and partner with clinical financial and operational data analysts to provide strategic insights and recommendations for further exploration.
• Maintain current patient experience knowledge and experience to create space and opportunity to knowledge share externally and keep current on industry best practices.
• Performs other duties assigned.

Required Qualifications:

• A Bachelors Degree in the health hospitality or business field
• At least 3 years of project management and change management experience ideally within a healthcare/hospital setting
• Direct experience working with HCAHPS survey performance improvement
• In-depth knowledge and experience of a health system
• Demonstrated strong project management time management analytical and organizational skills
• Interest in managing multiple projects/initiatives simultaneously
• Ability to build trusting relationships with leadership and lead through influence
• Exceptional skills in facilitation presentation communication and relationship management
• Ability to motivate and engage team members

Preferred Qualifications:

• A Masters Degree in the health hospitality or business field
• Prior work history as a clinical professional and/or inpatient experience
• Lean Six Sigma Black Belt Certification or CPXP certification

Position Details:

• Job Type/FTE: Full-time (1.0) FTE
• Shift: Days
• Work Location: Hyde Park
• Unit/Department: Patient Experience
• CBA Code: Non-Union

Weve been at the forefront of medicine since 1899. We provide superior healthcare with compassion always mindful that each patient is a person an individual. To accomplish this we need employees with passion talent and commitment with patients and with each other. Were in this together: working to advance medical innovation serve the health needs of the community and move our collective knowledge forward. If youd like to add enriching human life to your profile UChicago Medicine is for you. Here at the forefront were doing work that really matters. Join us. Bring your passion.

UChicago Medicine is growing; discover how you can be a part of this pursuit of excellence at:UChicago Medicine Career Opportunities.

UChicago Medicine is an equal opportunity employer. We evaluate qualified applicants without regard to race color ethnicity ancestry sex sexual orientation gender identity marital status civil union status parental status religion national origin age disability veteran status and other legally protected characteristics.

Must comply with UChicago Medicines COVID-19 Vaccination requirement as a condition of employment. If you have already received the vaccination you must provide proof as part of the pre-employment process. This is in addition to your compliance with the Flu Vaccination requirement as well. Medical and religious exemptions will be considered consistent with applicable law. Lastly a pre-employment physical drug screening and background check are also required for all employees prior to hire.

Compensation & Benefits Overview

UChicago Medicine is committed to transparency in compensation and benefits. The pay range provided reflects the anticipated wage or salary reasonably expected to be offered for the position.

The pay range is based on a full-time equivalent (1.0 FTE) and is reflective of current market data reviewed on an annual basis. Compensation offered at the time of hire will vary based on candidate qualifications and experience and organizational considerations such as internal equity. Pay ranges for employees subject to Collective Bargaining Agreements are negotiated by the medical center and their respective union.

Review the full complement of benefit options for eligible roles at Benefits - UChicago Medicine.