Program Manager of Patient Experience-YNHH

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

Under the direction of Patient Experience leadership, the program manager patient experience will serve as a member of the patient experience team to drive patient experience strategy and help execute the vision and action plan for Yale New Haven Health and the Ambulatory Enterprise. This role will be responsible for the management, dissemination, and interpretation of patient experience data. Participates in the development and implementation of patient/customer experience strategies and initiatives, and provides support to sites /regions for analytics, performance improvement, and implementation of evidence-based best practice. Serves as a knowledge expert around the implications of Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) measures, including value-based purchasing, reimbursement, and the impact on financial outcomes. This role will assist in the development and sustainment of education programs that support the care signature for YNHHS. This position plans and coordinates educational /teaching activities for all staff, inclusive of physicians, with the goal of achieving excellence in patient experience.

EEO/AA/Disability/Veteran

• 1. Data Analytics
• 1.1. Manages the preparation, gathering, analysis, and interpretation of patient/customer engagement data to assess efficacy of the
  patient/customer experience strategy.
  1.2. Manages contracts for patient satisfaction measurement, working with vendor to utilize tools to identify and research best practices and
  implement performance improvements.
  1.3. Develops, organizes, and evaluates patient/customer experience survey processes. Audits survey process and resolves discrepancies.
  Ensures collaboration and productivity with survey vendors, IT, and Site teams.
  1.4. Interprets HCAHPS/CGCAHPS data, keeping the organization focused on the impact of value-based purchasing.
  1.5. Develops specific dashboard metrics to evaluate patient experience, including but not limited to patient satisfaction scores and patient
  feedback.
  1.6. Creates and generates reports and dashboards for key stakeholders.
  1.7. Manages the data generation process and creates standard reports for dissemination throughout NEMG.
• 2. Performance Improvement and Project Management
• 2.1. Serve as knowledge expert on service performance improvement for staff and physicians. Works closely with Medical Director of Patient
  Experience and practice leaders to plan, organize, and coordinate projects and ensures project objectives, deliverables and timeliness are on
  schedule and of high quality.
  2.2. Actively participates in educational and sharing opportunities outside of the organization to develop body of knowledge related to patient
  experience.
• 2.3. Prepares project update and close out presentations, reports, deficiencies, and corrective actions.
  2.4. Works closely with leadership to develop targeted programs and identify national best practices aligned with YNNHS/NEMG patient needs.
  2.5. Provides highlights to senior leadership on patient experience improvement efforts and their impact on trends.
  2.6. Make ongoing improvements to learning opportunities based on evaluation results and stakeholder feedback.
• 3. Education/Training Support
• 3.1. Develop curriculum and content for clinical and staff in conjunction with YNHHS Patient Experience and YNHHS Chief Experience Officer.
  3.2. Conducts learning needs analysis to include compiling and assessing data and conferring with management to determine training and
  development needs across NEMG.
  3.3. Develops a comprehensive toolkit, including the training curriculum and other key resources, to support ongoing implementation of
  achieving high patient experience scores.
  3.4. Facilitates training for key organizational patient experience projects and programs.
  3.5. Assists with department level training, coaching, and observations of staff to provide input improving patient experience.
  3.6. Coordinates, communicates and monitors ongoing learning opportunities and events.
• 4. Patient and Family Centered Care
• 4.1 Supports the organization's commitment to patient and family centered care.
• 4.2. Supports Patient Family Advisory Council and facilitates their involvement in making organizational decision making.
  4.3. Ensures patient experience data is frequently, consistently, and effectively communicated with staff and leadership to facility the provision
  of patient and family centered care.
  4.4. Oversees programs to reward and recognize physicians and staff for their commitment to patient and family centered care.
  4.5. Ensures all patient issues, concerns, and grievances are speedily and appropriately resolved
• 5. Leads and supports Patient Experience leadership with rollout of new patient experience initiatives. Supports and implements reward and recognition events and programs for outstanding work by patient and family advisors and staff.
• 6. Seeks patient/family feedback, as needed, to identify and fill gaps in the continuum of the patient experience. Facilitates the development and implementation of best practices to enhance and impact the patient experience across YNHHS.
• 7. Supports various patient experience committees and forums. Responsible to lead and guide patient experience committees and work groups to implement patient experience strategies and achieve patient experience goals. Serves as a knowledge expert in the field of patient and family experience and engagement.
• 8. Serves as organizational lead person for assigned processes and initiatives under the umbrella of patient experience. Processes and initiatives under umbrella of patient experience may change from year to year, and may include, but are not limited to, internal coaches, reward and recognition, quiet hospital, service recovery, discharge phone call program, patient and family advisor
• 9. Participates in system-wide task forces and committees to provide patient experience input, and makes focused recommendations with an eye for best-in-class patient experience performance.
• 10. Influences and communicates with all levels of clinical, financial, and operational management concerning goals and progress, as well as coaches and leads front-line team members to change behavior and practice
• 11. May perform other duties as assigned.

EDUCATION

Bachelor's degree required. Master's degree in a health care discipline, public health administration or related field pertinent to this role preferred.

EXPERIENCE

A minimum of three (3) to five (5) years of leadership or project management experience in a healthcare environment with progressively increasing responsibilities. Experience in data analysis, statistics, and performance improvement required. Experience working in partnership with patients and families administrative experience. Two (2) to Five (5) years experience as a CPE Supervisor.

SPECIAL SKILLS

A passion for improving the delivery of health care across the continuum of care. Excellent written and oral communication skills.