Mgr Patient & Family Experience, 40 Hour Days

Exemption Status:

Schedule Details:

Scheduled Hours:

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This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

At UMass Memorial Health, everyone is a caregiver - regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 16,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

I. Major Responsibilities:

1. Change agent and influencer to accelerate the creation of an improvement to a broad range of policies, process, programs, and practices across the Medical Center.

2. Effectively manages the Project Coordinators and Project Managers.

3. Responsible for the survey strategy for all Press Ganey Surveys regarding maintenance and implementation of new and ongoing surveys.

4. Responsible for the development of patient experience educational materials (Caregiver Orientation, E Learning, and departmental/provider improvement) and collaborates with administrative and clinical personnel regarding performance improvement and patient experience initiatives. Coordinates and provides training to students, residents and hospital staff focusing on patient-family experience, effective communication, and behaviors that reflect respect & civility. Responsible for coordinating presenters for Patient Experience at New Caregiver Orientation.

5. Oversees the Patient and Family Advisory Committee Program, including working closely with the Patient and Family Advisory Program Manager to drive a robust Patient and Family Advisory culture and ensure meaningful work. Report results to the Director of Patient and Family Experience.

6. Manages the day-to-day patient experience rounding program, which includes the relationship with the digital rounding vendor, maintenance of the rounding program & digital platform, orientation, education, and growth of the rounding program at UMMMC. Identifies and escalates barriers to Director, Patient and Family Experience.

7. Responsible for patient and family communications, including developing and monitoring plans, content, and metrics to gauge impact on reach, cascading and engagement.

8. Leads the strategic planning of the annual patient experience week activities and events.

9. Manages the implementation and maintenance of new and ongoing patient experience surveys. Partners with Director, Patient and Family Experience on strategic planning.

10. Supervises data strategy work. Develops and leverages all patient experience systems (e.g., Press Ganey, digital rounding platform, Tableau Patient Experience Portal). Conducts analyses, communicates patient experience quantitative and qualitative data to teams, departments, and leadership; makes recommendations for data usage. Partners with Director, Patient and Family Experience on strategic planning.

11. Develops and prioritizes topics for data strategy workgroup meetings, leads meetings.

12. Serves on designated organizational committees with the purpose of providing a broad consumer perspective. In partnership with the Director, Patient and Family Experience, periodically assesses the effectiveness of committees and workgroups and recommends adjustments.

13. Leads all Patient and Family Experience Committee work, including serving as coach to committee co-chairs, developing fiscal year goals, partnering with committees on improvement efforts, coordinating meetings, presentations, and reports.

14. Manages all patient experience recognition programs, including the patient experience award, RN leader rounding and service line recognition.

15. Oversees the management of the patient guide processes to ensure timely and relevant updates and modalities, and distribution.

16. In collaboration with the Director, Patient and Family Experience, designs and drives Medical Center-wide and department specific strategic projects for advancing patient- and family-centered care. Delegates project work appropriately to Patient and Family Experience Specialist and Patient and Family Experience Coordinator.

17. Establishes and implements project metrics, adjusting team activities as necessary to ensure success of the project. Escalates barriers as appropriate to ensure timely and measurable success of the project. Develops and delivers presentations related to projects at the department and/or hospital level for informational and/or promotional purposes.

18. Works independently on projects, while adhering to system supported project management principles, including visual and daily management systems. Oversees all Patient Experience project work.

19. Identifies best practices and overcomes barriers to implementing improvement tactics and initiatives. Advises on patient experience best practices and implementation tactics; serves as resource to frontline staff and managers, providing support as needed.

20. Works collaboratively to design, implement, and evaluate improvement efforts. Explores opportunities to expand and engage patients and families in organizational decision making. Identifies patient and family issues and concerns and determine possible courses of action that may improve service delivery systems.

21. Works with all levels of hospital staff including clinical and non-clinical employees to address patient experience issues and offer solutions.

22. In collaboration with the Director, Patient and Family Experience, develops goals and utilizes various metrics to evaluate the progress of patient experience programs and initiatives.

23. Identifies opportunities for standard work for department processes as needed. Delegates the creation of standard work to the Patient and Family Experience Specialist and Patient and Family Project Coordinator

24. Serves on designated organizational committees with the purpose of providing a broad consumer perspective.

25. Identifies best practices and overcomes barriers to implementing improvement initiatives. Advises on Patient Experience best practices and implementation tactics; serves as resource to frontline staff and managers, providing support as needed.

26. Strategizes and implements methods for engaging diverse populations and creating more equitable experiences. Committed to understanding the patient and family experience from various demographic lenses to improve experience for all.

27. Works independently on projects, while adhering to system supported project management principles, including visual and daily management systems.

28. Facilitates open communication with families and professionals and work collaboratively to design, implement, and evaluate improvement efforts. Explores opportunities to expand and engage patients and families in organizational decision making. Identify patient and family issues and

concerns, and determine possible courses of action that may improve service delivery systems.

Standard Management Level Responsibilities:

1. Directs and supervises assigned personnel including performance evaluations, scheduling, orientation, and training. Makes recommendations on employee hires, transfers, promotions,

salary changes, discipline, terminations, and similar actions. Resolves grievances and other personnel problems within position responsibilities.

2. Develops and recommends the budgets for the areas managed. Manages activities to assure financial goals are met.

3. Coordinates the assignment of tasks and helps resolve technical and operational problems. Evaluates the impact of solutions to ensure goals are achieved.

4. Provides effective direction, guidance, and leadership over the staff for effective teamwork and motivation; and fosters the effective integration of efforts with system-wide initiatives.

5. Encourages and supports diverse views and approaches, demonstrates Standards of Respect, and contributes to creating and maintaining an environment of professionalism, respect, tolerance, civility and acceptance toward all employees, patients, and visitors.

6. Integrates diversity into departmental objectives, such as hiring, promotions, training, vendor selections, etc.

7. Participates in performance improvement initiatives and demonstrates the use of quality improvement in daily operations.

8. Ensures compliance with regulatory agencies such as Joint Commission, DPH (Department of Public Health), etc. Develops and maintains procedures necessary to meet regulatory requirements.

9. Ensures that department complies with hospital established policies, quality assurance programs, safety, and infection control policies and procedures.

10. Ensures adequate equipment and supplies for department.

11. Develops and maintains established departmental policies, procedures, and objectives.

12. Ensures compliance to all health and safety regulations and requirements.

13. Maintains, regular, reliable, and predictable attendance.

14. Performs similar or related duties as required or directed. All responsibilities are essential job functions.

II. Position Qualifications:

License/Certification/Education:

Required:

1. Bachelor's degree in Business, Healthcare, or related field.

2. Must have valid driver's license to move from one campus to another as necessary.

Preferred:

1. CPXP or other relevant certification.

Experience/Skills:

Required:

1. Three years related work experience in Patient Experience.

2. Minimum of three years of work experience with HCAHPS data and Press Ganey Platform.

3. Minimum of two years of work experience in developing and maintain a patient rounding program.

4. Two years of project management experience.

5. Demonstrated Leadership experience.

6. Ability to multitask, trace progress and quality of project plans, as well as ongoing work.

7. Must be able to work independently and function as a team member who fosters effective communication and coordination of department efforts. Maintains positive working relationships, demonstrates accountability, promotes teamwork, and keeps teams informed of project status.

8. Must have a broad perspective to effectively prioritize work, manage time, and respond to obstacles, create actionable and achievable goals, and make decisions that drive long-term results.

9. Must show willingness to be flexible and adaptable to change in priorities.

10. Strong organizational skills and excellent communication skills, both verbal and written.

11. Proficiency in Microsoft Office Suite products, particularly with PowerPoint, Excel and Word, in addition to working knowledge of Access.

Preferred:

1. Previous supervisory experience.

2. Working knowledge of patient centered care principles, performance improvement standards and methodology, and Lean Management principles.

Unless certification, licensure or registration is required, an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements.

Department-specific competencies and their measurements will be developed and maintained in the individual departments. The competencies will be maintained and attached to the departmental job description. Responsible managers will review competencies with position incumbents.

III. Physical Demands and Environmental Conditions:

Work is considered sedentary. Position requires work indoors in a normal office environment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

We're striving to make respect a part of everything we do at UMass Memorial Health - for our patients, our community and each other. Our six Standards of Respect are: Acknowledge, Listen, Communicate, Be Responsive, Be a Team Player and Be Kind. If you share these Standards of Respect, we hope you will join our team and help us make respect our standard for everyone, every day.

As an equal opportunity and affirmative action employer, UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, protected veteran status or other status protected by law.

If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talentacquisition@umassmemorial.org. We will make every effort to respond to your request for disability assistance as soon as possible.