Patient Exp Program Mgr

Northern Light Health; Bangor (ME); On-site; USD 41,000 - 63,000; Full time

Job summary

Northern Light Health is seeking a Patient Experience Program Manager to lead efforts improving patient experiences across Northern Light Acadia and Eastern Maine Medical Center. The role collaborates with system teams to translate patient and staff feedback into actionable improvement plans.

The position emphasizes data-driven strategies, cross-team engagement, and ongoing education to embed a culture of quality and compassionate care within hospital operations and ambulatory settings.

Qualifications

• Bachelor's degree required or equivalent experience.
• Experience leading patient experience initiatives and programs.
• Strong communication and collaboration across teams.

Responsibilities

• Provide leadership and strategy for improving patient experience.
• Lead initiatives aligned with NL Brand, Quality and Service goals.
• Advise local leadership on patient experience improvements and metrics.
• Collaborate with Employee Engagement to analyze engagement trends.
• Collect and analyze patient and employee feedback to drive decisions.
• Coordinate with hospital and practice leaders to implement initiatives.
• Maintain communication with senior leadership and clinical staff to tailor solutions.
• Deliver education programs on patient experience.
• Maintain a patient and family advisory group as listening channel.
• Engage staff in positive reinforcement of desired behaviors.
• Perform other duties as needed.

Skills

Patient experience leadership

Data analysis

Communication skills

Project management

Education

Bachelor's degree

Tools

MS Teams

Excel

PowerPoint

Job description

Northern Light Health Home Office |US:ME:Bangor | Quality/Risk Management | Full Time

Salary range- 29.68-45.55 USD

Description

The compensation range listed reflects the range Northern Light Health anticipates relying on in setting the wages for the position. The range may not necessarily include all additional compensation elements available, such as differentials, incentive programs and benefits.

Northern Light Health

Position is located:Acadia

Work Type:Full Time

Work Schedule:8:00 AM to 4:30 PM

Salary Range : $ 29.68 - $45.55

Exempt: Yes

Summary:

The Patient Experience Program Manager is passionately focused on the constant improvement of the patient experience at Northern Light Acadia and Eastern Maine Medical Center. They are responsible for implementing a variety of methods of continuous listening to the patient voice and the employee voice and translates those messages into actionable plans of improvement. Position works collaboratively with the NLH System Patient Experience team, local member leadership team, employee engagement, quality, safety, performance improvement teams and the human resource department. Position works to integrate patient experience improvement efforts into existing departmental work and everyday efforts. The Patient Experience Program Manager is responsible for maintaining a culture of positive communication and cooperation between physicians, advance practice practitioners, nursing, and other staff to ensure achievement of shared objectives.

The position will have dual reporting with NLH Manager, Patient Experience, and local Quality Directors.

Responsibilities:

• Provides leadership and executes strategy in achieving our Northern Light Health promise. Supports and directs the adoption of measurable principles of excellence in service and patient experience.
• Executes evidence-based initiatives and proven practices aligned with the NL Brand, Quality and Service goals.
• Serves as the main resource and advisor to the local leadership team in identification, assessment, and implementation of patient experience initiatives to meet goals and will be an expert resource for the executive leadership team. A deep knowledge as it relates to patient experience sensitive indicators is required.
• Collaborates with Employee Engagement Specialist in ongoing analysis of key engagement trends and develops new process to continually enhance our culture.
• Collects timely data to support initiatives through focus groups, surveys, town halls and one-on-one conversations, evaluates and applies the data to support decisions.
• Works directly with Hospital, Medical Group leaders, teams and employees to implement patient experience initiatives within the hospital, medical practices, emergency department and ambulatory surgery areas.
• Maintains effective communication between senior leadership, physician groups, managers, and staff. Works one on one with leaders for specific concerns to tailor solutions to fit department considerations, strengths, and weaknesses.
• Delivers organization education programming for patient experience.
• Maintains a patient and family advisory group as an active listening strategy for our patients.
• Engages employees in positive reinforcement of desired behaviors and treatment.
• Other Duties.

Other Information:

Competencies and Skills

• Achieves Results: Sets high standards for their own outcomes and seizes opportunities to engage others towards objectives. Consistently moves forward with direct actions in order to attain or exceed objectives. Manages their own time effectively to accomplish assigned tasks. Successfully prioritizes multiple projects and duties as needed.
• Demonstrates Emotional Intelligence: Exhibits a high level of self-awareness, self-management, other awareness and relationship management. Conducts themselves in an empathic, appropriate way, with a sense of humor and stimulates a collaborative work environment. Is respectful of the attitudes, feelings, or circumstances of others and aware of the influence of their own behavior on them. Is aware of relevant social, political, system, and professional trends and developments and uses this information for the organization's benefit.
• Develops Self and Others:Takes responsibility for engaging in professional self-development activities and programs. Strives to gain insight into their own values, strengths and weaknesses, interests and ambitions and takes action in order to enhance competencies and skills when possible. As a leader, encourages and guides employees towards growth opportunities to enhance performance and help them reach goals. Reviews and analyzes employees' strengths and weaknesses to distinguish their talents and development needs, and to ensure they are enhanced appropriately.
• Effectively Communicates: Listens, speaks and writes appropriately, using clear language. Communication methods are fitting to the message(s), audience, and situation and follow-ups are regular and timely. Shows that important (non-) verbal information is absorbed and understood and asks further questions to clarify when necessary. Expresses ideas and views clearly to others and has ability to adjust use of language to the audiences' level.
• Exercises Sound Judgment & Decision Making: Understands and processes complex information, which allows for appropriate and accountable conclusions. Does not react too quickly or slowly. Balances facts, goals, and potential approaches taking the appropriate criteria into account. Makes active decisions and commits oneself by communicating confidently and respectfully.
• Influences and Inspires: Builds enthusiasm and commitment among others to move in a desired direction and models it personally. Creates a compelling vision of success that motivates workplace initiative and energizes others to follow. Provides direction and guidance to encourage cooperation between team members in order to attain an objective. Has the ability to appropriately influence others' actions and decisions with and without express authority.
• Spreadsheet application with the ability to use calculations, formulas, graphing tools, pivot tables, and a macro programming.
• Word processing, spreadsheets, data entry, database experience and other computer related skills.
• Email application with the ability to manage email as well as calendars, managing tasks and contacts, note taking, journaling, and web browsing.
• Presentation software with the ability to create presentations with the ability to incorporate animation, audio, video, time delays, as well as designing themes and variants with animations and effects.
• MS Teams
• Word process application with the ability to create and edit documents, format, use tables, apply footnoting, create table of contents and mail merge techniques.
• Provides Patient-Centered Care: Demonstrates understanding of patient care quality and service as organizational priority. Proactively supports change to improve patient experience and results. Exhibits the ability and willingness to find out what the patient wants and needs and to act accordingly, taking the organizational and outside resources into account. Cooperates, collaborates, communicates, and integrates care within and between teams to ensure that care is continuous and reliable.
• Seeks Process Improvement & Applies System Thinking: Possesses and gains insight into situations, problems and processes. Understands the interconnection between organizational elements. Deconstructs problems and systematically investigates the various components. Considers the impact of actions on the entire process/system. Detects problems and opportunities, recognizes important information and links various data to trace potential causes and relevant details.
• Serves Others: Strives to understand, meet and exceed the expectations and requirements of internal and external customers which may include the people and communities in our service areas. Develops and maintains relationships, alliances and coalitions within and outside the organization and leverages them in order to obtain information, support, and promote cooperation and collaboration.
• Business intelligence and data analysis software.
• Behaves with Integrity and Builds Trust: Acts consistently in line with the core values, commitments and rules of conduct. Leads by example and tells the truth. Does what they say they will, when and how they say they will, or communicates an alternate plan.
• Cultivates Respect: Treats others fairly, embraces and values differences, and contributes to a culture of belonging, empowerment, and cooperation.
• Fosters Accountability: Creates and participates in a work environment where people hold themselves and others accountable for processes, results and behaviors. Takes appropriate ownership not only of successes but also mistakes and works to correct them in a timely manner. Demonstrates understanding that we all work as a team and the quality and timeliness of work impacts everyone involved.
• Practices Compassion: Exhibits genuine care for people and is available and ready to help; displays a deep awareness of and strong willingness to relieve the suffering of others.

Education

• Required Bachelor's DegreeIn lieu of education, two years of experience is required per year of required education, exclusive of the minimum experience identified above

Required Experience

• 2 year/years of Relevant Work Experience

Working Conditions

• Potential exposure to abusive and/or aggressive people.
• Work with computers, typing, reading or writing.
• Lifting, moving and loading less than 20 pounds.
• Need to travel to perform responsible duties

As an integrated health delivery system serving Maine, Northern Light Health is raising the bar with no-nonsense solutions that are leading the way to a healthier future for our state. Our care team—in hospitals, primary and specialty care practices, long-term and home healthcare, behavioral healthcare, and ground and air medical transport and emergency care—are committed to making healthcare work for you: our patients, communities, and employees.

Questions? Contact Talent Acquisition:
phone: [phone]
email: [e-mail]

Brewer, Maine, Corporate Office, Cianchette, Foundation, Finance, Human Resources, Legal Services

Equal Opportunity Employment

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, disability status, gender, sex, sexual orientation, gender identity, ancestry, protected veteran status, national origin, genetic information or any other legally protected status.