Manager of Patient Experience Improvement & Advisor Programs - Full-Time, Days - The University of Chicago Medicine

Be a part of a world-class academic healthcare system, UChicago Medicine, as the Manager of Patient Experience Improvement & Advisor Programs for our Adult Inpatient service lines at our main medical campus in Hyde Park, IL. In this role, you will be instrumental in enhancing our standards for excellent patient care for our adult inpatient populations.

We are proud to be recognized by the Leapfrog Group for our commitment to the highest levels of patient safety. By obtaining our 25^th consecutive A rating this year, we are the only hospital in the Chicagoland area to hold the ‘straight A distinction” and one of 15 across the nation. We seek a passionate individual who can influence within the clinical space and drive patient experience initiatives forward and help us keep our record.

This position requires you to work onsite at our campus in Hyde Park, IL 4 days per week (5 days during the first 3 months of training).  You will need to be based in the greater Chicagoland area.

The Manager of Patient Experience Improvement & Advisor Programs will be responsible for managing and facilitating process improvement projects that deliver a measurable impact on quality, safety, efficiency, and patient satisfaction.   In this capacity, they will oversee the Patient Experience Advisors and work closely with clinical services to identify improvement opportunities and goals, and partner with them to deliver improvements to clinical and operational processes.

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:

• Team Leadership
  • Lead teams by recognizing varying strengths, skills, needs of the team, and adapt coaching skills to obtain the optimal results from each individual contributor to support the organization and its program.
  • Hire and train new staff, conduct performance reviews, provide leadership and coaching, including technical and personal development programs for team members.
• Process Improvement Application & Technique
  • Develop and implement tools and techniques for improvement and scale them throughout the organization.
  • Equips and enables teams with best practice solutions and manages selection and implementation strategies.
  • Deploys process improvement methods such as Lean and PDSA to advance resolution strategies.
  • Identifies and facilitates process improvement opportunities through conducting metrics analysis, providing project management, and building stakeholder partnerships.
  • Partners with other departments to coordinate implementation of process improvement projects.
  • Facilitates process improvement working sessions.
• Project Management
  • Develops project plans, timelines and goals.
  • Tracks ongoing progress towards goals and implementation timeline.
  • Communicates project milestones and goals to all stakeholders in a clear, consistent and timely fashion.
  • Estimates the resources and participants needed to achieve project goals.
  • Proactively manages changes in scope, identifies barriers to success, and devises contingency plans.
  • Creates and utilizes standard tools for project execution and management.
• Communication & Change Management
  • Drive execution of patient experience communication programs to various audiences through the integration of improvement initiatives. Responsible for 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 strength-based approaches and staff recognition efforts through institution-wide programs and integrate all patient voice feedback to drive and shape improvement strategies.
  • Sets and continually manages project expectations with team members and other stakeholders.
  • Collaborates with project stakeholders to ensure buy-in and adjusts project plans as appropriate.
  • Identifies and resolves issues and conflicts within the project team.
  • Provides senior leadership with regular updates on project milestones and deliverables.
• Measurement, Sustainability, and Spread
  • Measures results and implements solutions to ensure sustainability.
  • Partners with other departments to create project dashboards for results communication.
• Performs other duties assigned.

Required Qualifications:

• A bachelor’s degree in the health, hospitality, or business field
• At least 5 years of project management and change management experience
• At least 2 years of process improvement experience
• At least 2 years of work experience in the healthcare setting, ideally within an academic medical center or system
• At least 2 years of leading and/or supervising others work
• Experience working with HCAHPS
• Ability to motivate and engage team members
• Change management expertise
• Strong communication, facilitation and analytical skills

Preferred Qualifications:

• A master’s degree in the health, hospitality, or business field
• Prior work history as a clinical professional
• Certification in Human Centered Design, PMP, and/or Lean
• Certification as a professional coach

Position Details:

• Job Type/FTE: Full-time (1.0) FTE
• Shift: Days
• Work Location: Rotational Remote (4 days onsite/1 day remote) Ingalls Memorial 
• Unit/Department: Patient Experience
• CBA Code: Non-Union

We’ve 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. We’re in this together: working to advance medical innovation, serve the health needs of the community, and move our collective knowledge forward. If you’d like to add enriching human life to your profile, UChicago Medicine is for you. Here at the forefront, we’re 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 Medicine’s 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.