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

Job Duties

The Patient Experience Program Manager provides daily support and management oversight to assigned functional areas within the patient experience department. Reporting to the Patient Experience Officer, this position is responsible for planning, designing/developing, implementing and evaluating patient experience initiatives. The Patient Experience Program Manager analyzes and interprets qualitative and quantitative data to both identify the need 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 to implement/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 guidance to 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 our system; 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 In Basket, contacting appropriate staff in other departments to address urgent patient needs, or seeking answers to patient questions that are not directly appropriate to send to clinical staff (such as IT issues, medical records, medical proxy, etc) - Assist Officer with necessary updates to patient survey vendor platform involving staff changes, correcting discrepancies, and ensuring all relevant sites and staff are being appropriately tracked 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 online review publication distributed throughout the month; highlighting exemplary comments to share with providers for promotion positive morale and recognizing outstanding contributions to patient experience

Interfaces regularly with senior leaders, managers, staff, patients - Facilitate and co-lead organization-wide leadership meetings at different levels of the organizational hierarchy - Present ideas and compelling arguments to senior leaders for any new initiatives or process change requests 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 raw data 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 criteria metrics and eligibility, communicating eligibility criteria to providers and clinical leadership; working with Marketing to create all collateral for public audiences, creating internal collateral for ceremony, coordinating with media center on all A/V needs; selecting vendors and procuring quotes for all products and services, working with Accounts Payable on budget approval, expense tracking, and receipt/invoice submission; in collaboration with officer, keeping track of all physical supplies needed for ceremony such as framed awards and trophies, assisting with day-of setup and logistics; leading award ceremony presentation; coordinating all post-event activities such as award distribution for absent awardees, sending post-event thank you messages and sharing photos/videos from the event, utilizing media from the ceremony to promote next years annual award ceremony

All other duties as assigned.

Temperament

Adhere to company policies and procedures, demonstrate the core values and Hospitality behaviors, resolve conflict through open, honest, professional communication, demonstrate positive and enthusiastic attitude, keep supervisor and leadership apprised of issues, and seek opportunities to recognize others.

Skills, Knowledge, Abilities

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

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.

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

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

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

Experience Requirements

3 years Progressively responsible administrative experience in an applicable

ambulatory health care setting. 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

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

Travel Required up to 50%

UFJPI is an Equal Opportunity Employer