Program Manager - Experience of Care - St Elizabeth Youngstown Hospital

Everyone who works with Mercy Health is united under one purpose: to help our patients be well in mind, body and spirit. This drive, along with our history of faith, is a powerful combination. It gives us a shared calling to work toward every day. Join our exceptional team and help us continue to provide the highest quality of health care possible to our communities.

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