Manager of Patient Experience Improvement & Advisor Programs - Full-Time, Days

Job Description

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 25th 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