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.
- Equip and enable teams with best practice solutions and manage selection and implementation strategies.
- Deploy process improvement methods such as Lean and PDSA to advance resolution strategies.
- Identify and facilitate process improvement opportunities through conducting metrics analysis, providing project management, and building stakeholder partnerships.
- Partner with other departments to coordinate implementation of process improvement projects.
- Facilitate process improvement working sessions.
- Project Management
- Develop project plans, timelines, and goals.
- Track ongoing progress towards goals and implementation timeline.
- Communicate project milestones and goals to all stakeholders in a clear, consistent, and timely fashion.
- Estimate the resources and participants needed to achieve project goals.
- Proactively manage changes in scope, identify barriers to success, and devise contingency plans.
- Create and utilize 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.
- Set and continually manage project expectations with team members and other stakeholders.
- Collaborate with project stakeholders to ensure buy-in and adjust project plans as appropriate.
- Identify and resolve issues and conflicts within the project team.
- Provide senior leadership with regular updates on project milestones and deliverables.
- Measurement, Sustainability, and Spread
- Measure results and implement solutions to ensure sustainability.
- Partner with other departments to create project dashboards for results communication.
- Perform other duties assigned.
Required Qualifications:
- A bachelor’s degree in the health, hospitality, or business field
- At least 5 years of project management and change management experience
- At least 2 years of process improvement experience
- At least 2 years of work experience in the healthcare setting, ideally within an academic medical center or system
- At least 2 years of leading and/or supervising others work
- Experience working with HCAHPS
- Ability to motivate and engage team members
- Change management expertise
- Strong communication, facilitation, and analytical skills
Preferred Qualifications:
- A master’s degree in the health, hospitality, or business field
- Prior work history as a clinical professional
- Certification in Human Centered Design, PMP, and/or Lean
- Certification as a professional coach
Position Details:
- Job Type/FTE: Full-time (1.0) FTE
- Shift: Days
- Work Location: Rotational Remote (4 days onsite/1 day remote)
- Unit/Department: Patient Experience
- CBA Code: Non-Union