Program Manager - Experience of Care - St Elizabeth Youngstown Hospital

Thank you for considering a career at Mercy Health! Scheduled Weekly Hours: 40 Work Shift: Days/Evenings (United States of America) Primary Function/General Purpose of Position The Experience of Care leader drives experience of care system and market strategies, tactics, and behaviors in the respective market(s) to achieve experience of care excellence as noted by achieving experience of care KPI targets and selected quality KPI’s. This leader has experience and working knowledge in hospital operations to assist in action planning and feedback. Essential Job Functions Deploys system and market experience of care strategies, tactics, and behaviors. Institutes structure and processes that drive standardization of practices and policies across assigned market to continually drive quality and efficiency. Supports facility leadership by serving as a subject matter expert through data insight and training for understanding of their reports, provides support/guidance and patient experience reporting in appropriate venues/meetings. Participates in system and market experience of care committees and workgroups to consult and collaborate on system experience of care strategies and initiatives. Serves as a primary resource providing guidance, coaching, direction, and training to BSMH associates. Supports market leadership by providing reports, deep dive data drills, and organizes data analytics resources in partnership with regional director for meetings and other requests. Review EOC KPI targets and data regularly, identifies areas of strength and those with opportunities, drives performance based with collaborating leaders based on results while providing consistent feedback. Works in conjunction with Experience of Care and Market Leadership to develop market vision and strategic planning and implementation of strategies for patient experience. Serves, manages, and supports internal and external stakeholders and customers across the continuum of care. Participates as a team member and is accountable for own work responsibilities within assigned market or initiative. This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation. Licensing/Certification One of the following (required): RN license CPXP (Certified Patient Experience Professional from Patient Experience Institute) Education Bachelors, Healthcare, Nursing, or related field (required) Work Experience 1 year experience with experience of care/customer relations (required) 1 year experience in an operational leadership role in a hospital setting (required) Training None Language None Patient Population Not applicable to this position Working Conditions Periods of high stress and fluctuating workloads may occur. Long-distance or air travel as needed- not to exceed 10% travel. General office environment. May be exposed to high noise levels and bright lights. May be exposed to limited hazardous substances or body fluids.* May have periods of constant interruptions. * Individuals in this position are required to exercise universal precautions, use personal protective equipment and devices, and learn the policies concerning infection control. Physical Requirements Physical Demands Frequency 0% 1-33% 34-66% 67-100% Lifting/ Carrying (0-50 lbs.) x Lifting/ Carrying (50-100 lbs.) x Push/ Pull (0-50 lbs.) x Push/ Pull (50-100 lbs.) x Stoop, Kneel x Crawling x Climbing x Balance x Bending x Work Position Frequency 0% 1-33% 34-66% 67-100% Sitting x Walking x Standing x Additional Physical Requirements/Hazards Physical Requirements Hear alarms/telephone/audio recordings Repetitive arm/hand movements Finger Dexterity Acuity – near Hazards Not applicable to this position Skills Change Management Data Analysis Ability to assess deviation from best practices and effectively apply solutions Problem/conflict resolution Customer service champion Leadership aptitude Mercy Health is an equal opportunity employer. Many of our opportunities reward* your hard work with: Comprehensive, affordable medical, dental and vision plans Prescription drug coverage Flexible spending accounts Life insurance w/AD&D Employer contributions to retirement savings plan when eligible Paid time off Educational Assistance And much more *Benefits offerings vary according to employment status. Department: Nursing Administration - St. Elizabeth It is our policy to abide by all Federal and State laws, as well as, the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). Accordingly, all applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you’d like to view a copy of the affirmative action plan or policy statement for Mercy Health– Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employer, please email recruitment@mercy.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com. Mercy Health is part of Bon Secours Mercy Health, one of the top 20 health systems in the United States and part of the top performing quartile of Catholic health systems for lowest cost per case for patient care. Mercy Health is the largest health system in Ohio and among the top five employers in the state, with more than 33,500 employees serving communities throughout Ohio and in Kentucky. Mercy Health provided care for patients more than 6.8 million times in 2017. The system includes assets of $6.8 billion and nearly 500 care facilities including 23 hospitals and 26 post-acute care facilities including senior living communities, hospice programs and home health agencies. Its clinically integrated network of more than 2,700 health care providers coordinates more effective and efficient care for more than 350,000 patients, saving money for taxpayers through the Medicare Shared Savings Program. As part of Bon Secours Mercy Health, the ministry provides nearly $2 million per day in community benefit. For more information, visit www.mercy.com.

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