Experience Improvement and Innovation Program Manager

University of Chicago Medicine; Chicago (IL); On-site; USD 110,000 - 140,000; Full time

Job summary

The University of Chicago Medicine in Chicago's Hyde Park campus invites you to join as Experience Improvement and Innovation Program Manager for the Patient Experience department. This on-site role supports patient-centered transformation across the UCM health system.

You will lead planning, coaching, data insights, and stakeholder alignment to drive continuous improvement and embed patient voices in daily operations.

Qualifications

• Bachelor's degree required.
• 5+ years in project management and/or change management.
• In-depth knowledge of health systems.
• Strong facilitation, presentation and communication skills.
• Ability to influence and lead across multiple initiatives.

Responsibilities

• Plan and manage improvement initiatives across care areas.
• Coach leaders and staff to embed patient experience best practices.
• Analyze data and communicate insights to drive action.
• Capture patient voices and integrate them into enterprise-wide improvements.

Skills

Project management

Change management

Communication

Facilitation

Stakeholder engagement

Time management

Organizational skills

Leadership

Education

Bachelor's degree

Job description

Be a part of a world-class academic healthcare system at UChicago Medicine as an Experience Improvement and Innovation Program Manager for the Patient Experience department. This position is an onsite opportunity at Hyde Park. You will need to be based in the greater Chicagoland area.

Our success depends on creating positive healthcare experiences for patients and visitors across the UChicago Medicine (UCM) health system. The Program Manager is responsible for will be responsible for setting and executing UCM's plans for continuous improvement in patient experience delivery within designated care area(s). In this role the Patient Experience Program Manager will leverage patient experience data to create, implement, and maintain solutions that support a programmatic approach to improvement. Through leadership collaboration, staff engagement, and coaching they will integrate evidence-based best practices into daily operations, and lead efforts to identify and implement breakthrough change that may differentiate UCM as a patient experience leader. The Program Manager is responsible for managing change associated with patient experience improvement strategies and efforts to integrate patients' voices throughout operations transformation.

Essential Job Functions

Planning and Project Management

• Partner with UCM's leadership and consulting experts to assess and remediate opportunities for experience improvement strategies that integrate UCM patient voice feedback with evidence-based best practices.
• Drive execution of patient experience communications to various audiences to maintain awareness of patient experience performance and align cross-functional efforts in support of improvement initiatives.
• Build leadership/stakeholder partnerships and engagement, providing project management and change management expertise to spearhead improvement plans.

Model and Coach

• Coach providers, leaders and staff to create exceptional experiences.
• Facilitate learning events and/or workshops, conduct care area observations, and deliver meaningful feedback on demonstrated behaviors to build trust and loyalty with colleagues and enable a culture of caring for UCM health system patients and families.
• Perform data analysis as a patient experience subject matter expert to effectively communicate insights for action and enhance story-telling about the lived experiences of UCM patients and their families.
• Leverage patterned experience outcomes to anticipate cycles and advocate for workflow adjustments for continuous service improvement.
• Collaborate with key stakeholders to monitor functional/unit outcomes and, as a result, to continuously improve patient experience practices and approaches accordingly.
• Deploy processes and forums for capturing the patient voice in enterprise-wide improvement and sustainment strategies.
• Partner with service line leaders to advocate for (investments in) operational and workplace improvements for optimal performance. 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.

Analysis and Insights

• Perform data analysis as a patient experience subject matter expert to effectively communicate insights for action and enhance story-telling about the lived experiences of UCM patients and their families.
• Leverage patterned experience outcomes to anticipate cycles and advocate for workflow adjustments for continuous service improvement.
• Collaborate with key stakeholders to monitor functional/unit outcomes and, as a result, to continuously improve patient experience practices and approaches accordingly.

Voice of the Patient Forums & Integration

• Deploy processes and forums for capturing the patient voice in enterprise-wide improvement and sustainment strategies.
• Partner with service line leaders to advocate for (investments in) operational and workplace improvements for optimal performance. 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.

Required Qualifications

• Bachelor's degree.
• 5+ years of project management and/or change management experience.
• In-depth knowledge and experience of Health Systems.
• Demonstrated project and time management, analytical, and organizational skills.
• Ability to manage multiple projects/initiatives simultaneously.
• Ability to build trusting relationships and lead through influence.
• Exceptional skills in facilitation, presentation, and communication.
• Ability to motivate, inspire and engage team members.
• Responsible for reading and understanding the University of Chicago Medical Center's Sta