Patient Experience Program Manager

SUMMARY

Hennepin Healthcare has a current opening for a Patient Experience Program Manager. This full-time position will work weekdays with varying start times between 7:00 and 8:00am. The position will also work primarily on-site.

The Patient Experience Program Manager will report to the Director of Patient Experience and provide oversight and leadership to the Patient Experience Program. The PM will plan, develop, and direct a culture of patient and family-centered care and service excellence with the goal of improving the Patient Experience. This position will be accountable for supporting and managing the organizational needs, as well as the design, implementation, and evaluation of programs that facilitate the professional development and continuous learning of all team members related to Patient Experience, while promoting the mission.

RESPONSIBILITIES

• Work with Patient Experience Director to prioritize, design, implement, and sustain Patient Experience improvements in a complex health care system
• Lead multiple projects across multiple sites and manage timelines and report outs
• Educate workforce around various CAHPS and other applicable surveys, patient satisfaction tools and vendor platforms, the field of consumer research
• Manage budget and vendor relations for patient satisfaction survey tools and ensure timely and accurate data collection and dissemination 
  Ensure regulatory compliance related to Hospital Conditions of Participation and Code of Federal Regulations, as well as compliance with TJC, NCQA, and AHRQ
• Guide and support the organization in the use of process improvement and change management methodologies in initiatives
• Utilize advanced data analytics, reporting, and visual display and interpretation to lead improvement efforts and create credibility
• Interact regularly with survey vendor staff and data platform to ensure operational excellence of contract
• Demonstrate critical thinking at strategic, long-term level as well as ability to speak to details and data
  Highly collaborative with team members at all levels, builds trust quickly
• Represent department on internal committees, external audiences, and work groups as needed
• Approve cost center budget as requested

QUALIFICATIONS

Minimum Qualifications:

• Bachelor's Degree in appropriate field such as, but not limited to healthcare or business administration, nursing, public health, organizational development, industrial organizational psychology, human-centered design, human factor engineering
• 5 years Project or program management and facilitation experience, developing and directing a culture of patient and family-centered care, and service excellence
• Progressive experience leading/driving change required
• Customer service experience
• Direct work experience with CAHPS surveys

OR

• An approved equivalent combination of education and experience
• Patient Experience Professional certification or completion within 18 months of hire

Preferred Qualifications:

• Master's degree
• Healthcare industry track record of patient satisfaction survey experience