Experience Improvement and Innovation Program Manager - UChicago Medicine

Our success depends on creating positive healthcare experiences for those that we provide service. The Patient Experience Improvement Program Manager will be responsible for setting and executing UCM’s experience improvement and innovation programs. In this role the Patient Experience Program Manager 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. The Program Manager would essentially 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 the E3 transformational efforts and optimize the use of innovative solutions to advance patient experience outcomes.

Essential Job Functions - Experience Improvement & Innovation Program Manager (Employee Engagement & Patient Experience)

**The Manager of Experience Improvement and Innovation in the Patient Experience and Engagement Program partners and collaborates with leadership to elevate the patient experience and cultivate a culture where exceptional experiences occur for everyone, every day. Communicates and facilitates understanding and use of outcomes associated with systems and procedures that impact patient care. Utilizing a strengths-based approach to lead enterprise-wide efforts to engage employees and advance patient experience goals for UChicago Medicine.  **

• Serve as a champion for patient experience across UCM.  
• Partner with UCM’s leadership to assess, remediate opportunities for programmatic experience improvement opportunities. 
• Drive large–scale experience communication program integration improvement initiatives through building leadership/stakeholder partnerships and engagement, providing project management and change management expertise.
• Serve as a coach and advisor to service line leaders to demonstrate appreciative inquiry, staff recognition efforts through institution-wide programs and integrate all patient voice feedback to drive and shape improvement strategies.
• 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 enhancement 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.
• Partner with clinical, financial and operational data analysts to provide strategic insights and recommendations for further exploration.
• Participates in the development and implementation of patient experience programs and evidence-based practices. Develops and prioritizes internal communication and customer needs to improve hospital-wide awareness and engagement in employees, physicians, and patient experience results.
• Collaborates with leadership at the entity and system level in identifying and implementing innovative models and best practices emphasizing patient experience.
• Performs other duties assigned.

Qualifications - Experience Improvement & Innovation Program Manager (Employee Engagement & Patient Experience)

• Bachelor’s degree required. Master’s Degree in health / hospitality / business field strongly preferred.
• In-depth knowledge and experience of Health Systems.
• 2+ years of healthcare experience or more preferred.
• 3-5 years of project management and/or change management experience.
• Demonstrated strong project management, time management, analytical, and organizational skills.
• Interest to manage multiple projects/initiatives simultaneously.
• Ability to build trusting relationships with leadership and lead through influence.
• Exceptional skills in facilitation, presentation, communication and relationship management skills.
• Ability to motivate and engage team members.

License/Certifications - Experience Improvement & Innovation Program Manager (Employee Engagement & Patient Experience)

• Clinical background / training a plus, but not required.
• Coach certified a plus, but not required.