Program Manager of Patient Experience Improvement & Innovation, Patient Experience Department - Day Shift

Job Description

Be a part of a world-class academic healthcare system, UChicago Medicine, as the Program Manager of Patient Experience Improvement & Innovation for the Patient Experience Department. Here, you serve as the internal expert of our patient experience initiatives for the entire community hospital. You’ll partner closely with our inpatient clinical leadership team to drive positive outcomes serving the south suburbs of Chicago. Patient Experience continues to remain a large focus of our business, and we seek a passionate individual who will be able to build, coach, and drive positive experiences across the hospital. This department is the Patient Experience Department. This position requires on-site work for the majority of each week, with the opportunity for partial remote work. You will need to be based in the greater Chicagoland area

 

As a member of the Ingalls team, you’ll be part of a health care organization that’s a beloved and reassuring presence in its South Suburban community. We’re making UChicago Medicine’s forefront of care available to a growing number of patients and their families, and continually pioneering more effective community-based approaches to acute, chronic, and preventive care. We’re relentless advocates for our community’s economic resilience as well, using our voice to attract more investment and more opportunities for the people we serve.

 

 

Our success depends on creating positive healthcare experiences for those that we provide service to. The Program Manager of Patient Experience Improvement & Innovation will be responsible for setting and executing our patient experience improvement and innovation programs for Ingalls Memorial Hospital. In this role you 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. They will 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 our E4 transformational efforts and optimize the use of innovative solutions to advance patient experience outcomes.

 

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:

• Serve as a champion for patient experience across UChicago Medicine – Ingalls Memorial Hospital.  Partner with leadership to assess and remediate opportunities for programmatic experience improvement.  Drive large-scale patient experience communication programs to various audiences through the integration of improvement initiatives. Build leadership/stakeholder partnerships and maintain their engagement by providing project management and change management expertise. Serve as a coach and advisor to inpatient leaders to demonstrate appreciative inquiry, staff recognition efforts through institution-wide programs, and integrate all patient voice feedback to shape improvement strategies
• Adopt and administer a strength-based communication program in coaching providers, senior leadership and staff to create exceptional experiences. Function as a lead coach in the enterprise-wide program for enhancing therapeutic relationships with expectations of facilitating workshops, conducting observational coaching sessions, and advancing the department through a strength-based lens within daily management activities to build trust and loyalty with patients and families and drive a culture of caring
• Proficient in data analysis, patient experience subject matter expert, and the creation of the story to bring forth further advancements in experience. Skilled at anticipating experience outcomes, cycles, and workflow adjustments for continuous service improvement