Job Description

Interested in a career with both meaning and growth? Whether your abilities are in direct patient care or one of the many other areas of healthcare administration and support, everyone at Parkland works together to fulfill our mission: the health and well-being of individuals and communities entrusted to our care. By joining Parkland, you become part of a diverse healthcare legacy that’s served our community for more than 125 years. Put your skills to work with us, seek opportunities to learn and join a talented team where patient care is more than a job. It’s our passion.

PRIMARY PURPOSE

The Patient Experience Program Manager is responsible for facilitating the rollout, adoption, and sustainability of our Patient Experience (PX) strategy across Parkland Health. In collaboration with Clinical Services, Operations, Patient Relations, Workforce Experience, DEI, Quality & Safety, Support Services, IT, and other teams, the Program Manager will develop content and best practices that ensure statistically significant improvements in patient experience and related metrics. Drawing from experience in a public health, clinical, or population health setting, this role will establish and audit best- in-class program standards and policies. Reporting to the VP & Chief Experience Officer, this individual will also work with the Health Systems Research department to understand data from patient relations encounters and patient experience feedback, along with other facets of our business to drive increased patient and family engagement. The PX Program Manager will also liaise with the Learning and Leadership Development teams in the curation and development of additional educational collateral in support of the program.

MINIMUM SPECIFICATIONS

Education

• Bachelor's degree in Nursing, or other clinical related degree required
• Master’s degree in Public Health preferred

Experience

• Must have three (3) or more years of healthcare program management experience
• Must have experience in data disaggregation and a strong understanding of the PX cycle
• Must have experience leading process improvement programs in healthcare

Equivalent Education and/or Experience

• May have an equivalent combination of education and/or experience in lieu of specific education and/or experience requirements stated above

Certification/Registration/Licensure

• Must have current, valid RN license or temporary RN license from the Texas Board of Nursing; or valid Compact RN license; or Certified Patient Experience Professional (CPXP) certificate must be completed within 18 months of hire
• Must have current healthcare provider CPR course completion card from one of the following:

• American Heart Association
• American Red Cross
• Military Training Network.

• May be required to earn additional specialty certifications.
• Certification in Project Management, Lean Six Sigma, and/or Negotiation is desired.

Skills or Special Abilities

• Must be adept at project management, strategic planning, and problem-solving skills.
• Must be adept at numerical and statistical analysis.
• Must have excellent verbal and written communication skills.
• Must be highly organized and detail oriented.
• Must be able to demonstrate skills in Microsoft Office suite such as, Word, PowerPoint, etc.
• Must possess ability to use data analysis tools such as Excel, Visio, Microsoft Project, etc.
• Must possess ability to influence all levels of the organization.
• Must possess ability to work collaboratively on teams.
• Must possess ability to travel and work at multiple locations based on business needs.
• Must be able to interface with all levels of management.
• Must be able to demonstrate effective time management.

Responsibilities

• Leverage understanding of patient experience data and metrics to align with the organizational mission and strategy.
• Suggest strategies to VP & Chief Experience Officer (CXO) to realize improvement opportunities and ensure organizational prioritization and resource alignment.
• Work with the CXO and leadership of assigned area to facilitate the development of the patient experience programs and content that support patient engagement strategies.
• Identify internal and external patient experience best practices and promote and disseminate these to improve PX metrics.
• Educate teams on the meaning behind the metrics and champion the patient perspective. Help provide educational resources, benchmarking, and data analytics on the patient experience.
• Collaborate with a variety of departments to ensure the delivery of superior patient-centered care.
• Support and leverage patient and family advisory councils to ensure the voice of the customer is represented in improvement efforts.
• Manage multiple projects through the full lifecycle, from beta, to pilot programs, and system-wide rollouts, in the creation of guidelines, key metrics, tracking and analysis of KPIs and supporting best practices; including but not limited to:
  • Mapping patient and employee journeys to understand the status quo.
  • Leading cross-functional meetings on Patient Experience with various functional areas to:
    • Identify gaps leveraging data to prioritize intervention points.
    • Liaise with multifunctional teams to implement interventions.
    • Establish clear metrics to demonstrate effectiveness of interventions.
  • Scaling up or fail fast, making an impact, improving our metrics, learning, or both.
• Provide functional and technical knowledge regarding overall program requirements and operations, as a resource.
• Document progress and report on a pre-established schedule.

Job Accountabilities

• Identifies ways to improve work processes and improve customer satisfaction. Makes recommendations to supervisor, implements, and monitors results as appropriate in support of unit-specific, departmental, and systemwide goals.
• Stays abreast of the latest developments, advancements, and trends in the field by attending seminars/workshops, reading professional journals, actively participating in professional organizations, and/or maintaining certification or licensure. Integrates knowledge gained into current work practices.
• Maintains knowledge of applicable rules, regulations, policies, laws, and guidelines that impact the area. Develops effective internal controls designed to promote adherence with applicable laws, accreditation agency requirements, and federal, state, and private health plans. Seeks advice and guidance as needed to ensure proper understanding.

Parkland Health and Hospital System prohibits discrimination based on age (40 or over), race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic information, disability, national origin, marital status, political belief, or veteran status.