Patient Experience Program Manager

JOB DUTIES

The Patient Experience Program Manager provides daily support and management oversight to assigned functional areas within the Patient Experiencedepartment. Reporting to the Patient Experience Officer, this position is responsible for planning, designing/developing, implementing and evaluatingPatient Experience initiatives. The Patient Experience Program Manager analyzes and interprets qualitative and quantitative data to both identify theneed for, and assess the impact of, policy and practice changes. This position is instrumental to the successful implementation of the mission, vision,goals and objectives in fostering and enhancing a culture of patient and family-centered care in our Ambulatory Services clinic locations.

Essential Functions

• Designs, develops, implements, and monitors Patient Experience through project work, facilitation, consultation, education and reporting.Functions as a change agent for the organization.

• Works with the Patient Experience Officer to develop, lead and support Patient Experience projects. Collaborates with providers and staff toimplement/integrate new Patient Experience initiatives; Provides feedback, training and education to providers and staff.

• Develops and communicates performance measures to improve performance outcomes. Serves as a content expert and provides guidanceto process improvement projects. - Translate organizational KPIs related to Patient Experience into strategic and tactical action plans;demonstrate alignment between KPIs and proposed projects - Uses Patient Experience survey data to identify gaps in processes across oursystem; develops plan to address these gaps; coordinates the actions needed to facilitate process improvements

• Assists the Patient Experience Officer in platform management, IT updates, the monitoring of patient messages and complaint escalation;manages the comments appeals process; - Monitor and respond to individual patient messages in the Compliments InBasket, contactingappropriate staff in other departments to address urgent patient needs, or seeking answers to patient questions that are not directlyappropriate to send to clinical staff (such as IT issues, medical records, medical proxy, etc) - Assist Officer with necessary updates to patientsurvey vendor platform involving staff changes, correcting discrepancies, and ensuring all relevant sites and staff are being appropriatelytracked and displayed on vendor platforms - Assist Officer in selection and implementation of any necessary new vendor additions or changes,providing insights on which functions and features would best support your work projects and initiatives Regular review of comments for onlinereview publication distributed throughout the month; highlighting exemplary comments to share with providers for promotion positive moraleand recognizing outstanding contributions to Patient Experience

• Interfaces regularly with senior leaders, managers, staff, patients - Facilitate and co-lead organization-wide leadership meetings at differentlevels of the organizational hierarchy - Present ideas and compelling arguments to senior leaders for any new initiatives or process changerequests the PX department recommends - Prepare written reports on any and all work projects that senior leadership requests

• Assists in the development of monthly tracking reports to identify and report trends. Facilitates actions when trends identified. - Utilize rawdata to produce pivot tables as needed for various projects and work with Officer to translate cultivated data into visual reports and displays

• Leads the planning of an annual provider/clinic appreciation ceremony. - Duties include but are not limited to determining awardee criteriametrics and eligibility, communicating eligibility criteria to providers and clinical leadership; working with Marketing to create all collateral forpublic audiences, creating internal collateral for ceremony, coordinating with media center on all A/V needs; selecting vendors and procuringquotes for all products and services, working with Accounts Payable on budget approval, expense tracking, and receipt/invoice submission; incollaboration with officer, keeping track of all physical supplies needed for ceremony such as framed awards and trophies, assisting with day-ofsetup and logistics; leading award ceremony presentation; coordinating all post-event activities such as award distribution for absentawardees, sending post-event thank you messages and sharing photos/videos from the event, utilizing media from the ceremony to promotenext year’s annual award ceremony

• All other duties as assigned

Skills, Knowledge, Abilities

Organization/Prioritization

Ability to manage multiple projects and meet multiple deadlines with excellent organizational and project management skills and a strongattention to detail.

Data Analysis/Processing

Strong analytic abilities. Able to interpret and analyze qualitative and quantitative data to both identify the need for, and assess the impact of,policy and practice changes.

Data Analysis/Processing

Ability to take complex/broad concepts and crisply define goals, objectives and work plans; comfortable getting into details with a capacity tounderstand the larger picture.

Communication

Exceptional oral and written communication skills; ability to influence and persuade target audience.

Project Management

Thorough knowledge of project management and applicable industry experience in working on large scale, complex projects that support large groups

Experience Requirements

Length of Experience

Type of Experience

Required/Preferred

3 years

Progressively responsible administrative experience in an applicable ambulatory health caresetting.

preferred

1 year

Experience managing events

preferred

Additional Details:

**Experience in creating an atmosphere that is patient driven/focused, with strong emphasis on customer service and service recovery is preferred.**

**Experience with EPIC and Excel is preferred.**

Education Requirements

Bachelors

required

Additional Details:

**5-8 years of relevant work experience in lieu of a bachelor’s degree will be considered.**

Certification/Licensure Requirements

Certification/Licensure

Required/Preferred

Qualifier

Additional Details

** 4 days in office / clinic 1 day per week remote *possible* after 60 days of training completed.**

UFJPI IS AN EQUAL OPPORTUNITY EMPLOYER

Job Type: Full-time

Pay: $63,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work setting:

• Hybrid work
• Medical office

Work Location: Hybrid remote in Jacksonville, FL 32209