Program Manager - Patient Experience

Yale New Haven Health; New London (CT); On-site; USD 110,000 - 140,000; Full time

Job summary

Yale New Haven Health is seeking a Program Manager of Patient Experience to drive strategy, analytics, and education across the organization. You will lead data interpretation, support performance improvement initiatives, and help implement evidence-based practices that enhance patient experience—working with physicians and staff to embed care excellence.

The role emphasizes leadership, collaboration, and ongoing education to advance the organization’s patient-centered mission within the

Qualifications

• Bachelor’s degree required; Master’s in a health care discipline preferred.
• Experience in data analysis, statistics, and performance improvement.
• Leadership or project management experience in healthcare.

Responsibilities

• Manage and interpret patient experience data to guide strategy.
• Coordinate performance improvement projects with clinicians and staff.
• Develop education programs to support care excellence.
• Support patient-centered care initiatives and committee work.
• Communicate findings to senior leadership and frontline teams.

Skills

Data analytics

Project management

Healthcare leadership

Communication skills

Education design

Education

Bachelor's degree

Master's degree preferred

Tools

Excel/Statistical software

Job description

Overview

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

Under the direction of Patient Experience leadership, the program manager patient experience will serve as a member of the patient experience team to drive patient experience strategy and help execute the vision and action plan for Yale New Haven Health and the Ambulatory Enterprise. This role will be responsible for the management, dissemination, and interpretation of patient experience data. Participates in the development and implementation of patient/customer experience strategies and initiatives, and provides support to sites /regions for analytics, performance improvement, and implementation of evidence-based best practice. Serves as a knowledge expert around the implications of Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) measures, including value-based purchasing, reimbursement, and the impact on financial outcomes. This role will assist in the development and sustainment of education programs that support the care signature for YNHHS. This position plans and coordinates educational /teaching activities for all staff, inclusive of physicians, with the goal of achieving excellence in patient experience.

EEO/AA/Disability/Veteran

Responsibilities

• 1.Data Analytics
  • 1.1Manages the preparation, gathering, analysis, and interpretation of patient/customer engagement data to assess efficacy of the patient/customer experience strategy.
• 2.Performance Improvement and Project Management
  • 2.1Serve as knowledge expert on service performance improvement for staff and physicians. Works closely with Medical Director of Patient Experience and practice leaders to plan, organize, and coordinate projects and ensures project objectives, deliverables and timeliness are on schedule and of high quality.
• 3.Education/Training Support
  • 3.1Develop curriculum and content for clinical and staff in conjunction with YNHHS Patient Experience and YNHHS Chief Experience Officer.
• 4.Patient and Family Centered Care
  • 4.1Supports the organization's commitment to patient and family centered care.
• 5.Leads and supports Patient Experience leadership with rollout of new patient experience initiatives. Supports and implements reward and recognition events and programs for outstanding work by patient and family advisors and staff.
• 6.Seeks patient/family feedback, as needed, to identify and fill gaps in the continuum of the patient experience. Facilitates the development and implementation of best practices to enhance and impact the patient experience across YNHHS.
• 7.Supports various patient experience committees and forums. Responsible to lead and guide patient experience committees and work groups to implement patient experience strategies and achieve patient experience goals. Serves as a knowledge expert in the field of patient and family experience and engagement.
• 8.Serves as organizational lead person for assigned processes and initiatives under the umbrella of patient experience. Processes and initiatives under umbrella of patient experience may change from year to year, and may include, but are not limited to, internal coaches, reward and recognition, quiet hospital, service recovery, discharge phone call program, patient and family advisor
• 9.Participates in system-wide task forces and committees to provide patient experience input, and makes focused recommendations with an eye for best-in-class patient experience performance.
• 10.Influences and communicates with all levels of clinical, financial, and operational management concerning goals and progress, as well as coaches and leads front-line team members to change behavior and practice
• 11.May perform other duties as assigned.

Qualifications

EDUCATION

Bachelor's degree required. Master's degree in a health care discipline, public health administration or related field pertinent to this role preferred.

EXPERIENCE

A minimum of three (3) to five (5) years of leadership or project management experience in a healthcare environment with progressively increasing responsibilities. Experience in data analysis, statistics, and performance improvement required. Experience working in partnership with patients and families administrative experience. Two (2) to Five (5) years experience as a CPE Supervisor.

SPECIAL SKILLS

A passion for improving the delivery of health care across the continuum of care. Excellent written and oral communication skills.

YNHHS Requisition ID
196520