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 will serve as an internal expert of our patient experience initiatives for the Emergency Departments (ED), including unplanned admissions. You’ll partner closely with our ED, inpatient, and operations leadership to drive positive outcomes serving the health system’s local communities. 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 for our communities. 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

We’re making UChicago Medicine’s the forefront of care for 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 all patients. The Program Manager of Patient Experience Improvement & Innovation will be responsible for setting and executing our patient experience improvement and innovation programs for patients and visitors to our Adult Emergency Departments. In this role you will partner directly with leaders and staff to design and implement programmatic improvements to enhance the patient experience. Improvement efforts will be data-informed, grounded in industry best practices, and will enhance the health system’s strategic priorities to realize it’s mission. The Program Manager will manage complex projects and provide change management guidance and leadership for enterprise-wide patient experience improvement strategies. 

Essential Job Functions:

• Serve as a champion for providing an outstanding patient experience across the UChicago Medicine Adult Emergency Departments.  Partner with leaders and key stakeholders to assess and remediate opportunities for experience improvement, from data analytics and insights to project and change management leadership.
• Analyze data for critical insights and study industry best practices to inform opportunities to advance patient experience processes, practices, and supporting system (technology) design. Accountable for driving outcomes, in collaboration with key stakeholders, at the unit level and across departments.
• Coach leaders and staff to implement and sustain impactful change. Integrate positive reinforcement, including an appreciative inquiry approach, staff recognition, and story-telling into improvement strategies.
• Facilitate workshops and learning events to engage leaders and staff in the UChicago Medicine Patient Experience approach and methods to drive a culture of caring.
• Lead the identification, due diligence, and implementation of improvement projects across complex stakeholder groups, including internal leaders and staff, physicians and providers, and patients and families.
• Serve as subject matter expert on committees to integrate patient engagement objectives and best practices.
• Leverage industry expert learning opportunities to further develop patient experience knowledge, support growth and credibility of the Patient Experience team, and promote successful change and innovation adopted at UChicago Medicine within relevant professional communities.
• Performs other duties assigned

Qualifications:

• Bachelor’s degree in the health, hospitality, or business field; Master’s degree preferred
• At least 3 years of project management and/or change management experience, ideally within a healthcare/hospital setting
• Direct experience working with CAHPS survey performance improvement
• In-depth knowledge and experience of a health system, with prior experience as a clinical professional preferred
• Adept at critical thinking  with demonstrated organizational and time management skills
• Ability to build trusting relationships with leadership and lead through influence
• Exceptional skills in facilitation, presentation, communication and relationship management
• Ability to motivate and engage team members and peers
• Lean Six Sigma Black Belt Certification or CPXP certification preferred

Position Details:

• Job Type/FTE: Full-time (1.0) FTE
• Shift: Day Shift
• Work Location: Hyde Park
• Unit/Department: Patient Experience Department 
• CBA Code: Non-Union

Why Join Us

We’ve been at the forefront of medicine since 1899. We provide superior healthcare with compassion, always mindful that each patient is a person, an individual. To accomplish this, we need employees with passion, talent and commitment… with patients and with each other. We’re in this together: working to advance medical innovation, serve the health needs of the community, and move our collective knowledge forward. If you’d like to add enriching human life to your profile, UChicago Medicine is for you. Here at the forefront, we’re doing work that really matters. Join us. Bring your passion.

UChicago Medicine is growing; discover how you can be a part of this pursuit of excellence at: UChicago Medicine Career Opportunities.

UChicago Medicine is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, ethnicity, ancestry, sex, sexual orientation, gender identity, marital status, civil union status, parental status, religion, national origin, age, disability, veteran status and other legally protected characteristics.

Must comply with UChicago Medicine’s COVID-19 Vaccination requirement as a condition of employment. If you have already received the vaccination, you must provide proof as part of the pre-employment process. This is in addition to your compliance with the Flu Vaccination requirement as well. Medical and religious exemptions will be considered consistent with applicable law. Lastly, a pre-employment physical, drug screening, and background check are also required for all employees prior to hire.

Compensation & Benefits Overview

UChicago Medicine is committed to transparency in compensation and benefits.  The pay range provided reflects the anticipated wage or salary reasonably expected to be offered for the position.

The pay range is based on a full-time equivalent (1.0 FTE) and is reflective of current market data, reviewed on an annual basis. Compensation offered at the time of hire will vary based on candidate qualifications and experience and organizational considerations, such as internal equity. Pay ranges for employees subject to Collective Bargaining Agreements are negotiated by the medical center and their respective union.

Review the full complement of benefit options for eligible roles at Benefits - UChicago Medicine.