What are the responsibilities and job description for the Program Manager - Experience of Care - St Elizabeth Youngstown Hospital position at Mercy Health BSMH?
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
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
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 Employers, 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
