Experience Improvement and Innovation Program Manager, Patient Experience Department 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 will serve as an internal expert of our patient experience initiatives for the Emergency Departments (ED) including unplanned admissions. Youll partner closely with our ED inpatient and operations leadership to drive positive outcomes serving the health systems local communities. 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 for our communities. This position requires on-site work for the majority of each week with the opportunity for partial remote work. You will need to be based in the greater Chicagoland area

Were making UChicago Medicines the forefront of care for 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 all patients. The Program Manager of Patient Experience Improvement & Innovation will be responsible for setting and executing our patient experience improvement and innovation programs for patients and visitors to our Adult Emergency this role you will partner directly with leaders and staff to design and implement programmatic improvements to enhance the patient experience. Improvement efforts will be data-informed grounded in industry best practices and will enhance the health systems strategic priorities to realize its mission. The Program Manager will manage complex projects and provide change management guidance and leadership for enterprise-wide patient experience improvement strategies.

Essential Job Functions:

• Serve as a champion for providing an outstanding patient experience across the UChicago Medicine Adult Emergency Departments. Partner with leaders and key stakeholders to assess and remediate opportunities for experience improvement from data analytics and insights to project and change management leadership.
• Analyze data for critical insights and study industry best practices to inform opportunities to advance patient experience processes practices and supporting system (technology) design. Accountable for driving outcomes in collaboration with key stakeholders at the unit level and across departments.
• Coach leaders and staff to implement and sustain impactful change. Integrate positive reinforcement including an appreciative inquiry approach staff recognition and story-telling into improvement strategies.
• Facilitate workshops and learning events to engage leaders and staff in the UChicago Medicine Patient Experience approach and methods to drive a culture of caring.
• Lead the identification due diligence and implementation of improvement projects across complex stakeholder groups including internal leaders and staff physicians and providers and patients and families.
• Serve as subject matter expert on committees to integrate patient engagement objectives and best practices.
• Leverage industry expert learning opportunities to further develop patient experience knowledge support growth and credibility of the Patient Experience team and promote successful change and innovation adopted at UChicago Medicine within relevant professional communities.
• Performs other duties assigned

Qualifications:

• Bachelors degree in the health hospitality or business field; Masters degree preferred
• At least 3 years of project management and/or change management experience ideally within a healthcare/hospital setting
• Direct experience working with CAHPS survey performance improvement
• In-depth knowledge and experience of a health system with prior experience as a clinical professional preferred
• Adept at critical thinking with demonstrated organizational and time management skills
• 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 and peers
• Lean Six Sigma Black Belt Certification or CPXP certification preferred

Position Details:

• Job Type/FTE: Full-time (1.0) FTE
• Shift: Day Shift
• Work Location: Hyde Park
• Unit/Department: Patient Experience Department
• 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.