The Patient Experience Project Manager is a key resource in driving performance improvement in patient experience efforts and facilitating the implementation improvements in the patient experience department throughout the enterprise through project management approaches. This position will be responsible for teaching and coaching leaders and front-line staff in regards to the application of Patient Experience best practices. The Patient Experience Project Manager will apply Lean and other improvement principles to drive patient experience improvements.

Key Responsibilities :

• Facilitate high level, cross functional teams through patient experience improvement efforts/projects, ensuring implementation runs smoothly and that gains are sustained and measured through data analysis and ongoing measurement of actionable performance data;
• Coach and develop leadership and staff improvement capability;
• Drive patient experience improvements in partnership with leaders that align with the organizational and strategic goals.

Qualifications

Bachelor’s degree in healthcare, business administration, social science, marketing or related field or equivalent education and training

Minimum two years of project management experience with process improvement in a clinical setting.

In-depth knowledge of Lean, JIT and process flow techniques. Healthcare experience strongly preferred.

Knowledge of inpatient and clinic operations. • Demonstrated leadership, consultative, communication, coaching, teaching, facilitating and influencing skills.

Project management experience in process transformation.

Proficient in Microsoft Word, Excel, PowerPoint, Access, Visio and Outlook.

Proven analytical and problem-solving skills. Ability to do data analysis, report writing, and update/change/make project plans.

Ability to act as both a thought leader and operational expert around process transformation. • Ability to communicate effectively at all organizational levels and in situations requiring instructing, persuading, negotiating, conflict resolution, consulting and advising.

Ability to establish and maintain effective relationships with widely diverse groups, including individuals at all levels both within and outside the organization and to gain their cooperation.

Ability to manage multiple changing priorities and work effectively in a team or independent setting.

License/Certification/Registration Requirements

None