Program Manager - Patient Experience

Read the overview of this opportunity to understand what skills, including and relevant soft skills and software package proficiencies, are required.

Job Description

Align yourself with an organization that has a reputation for excellence! Cedars-Sinai was awarded the National Research Corporation’s Consumer Choice Award 19 times for providing the highest-quality medical care in Los Angeles.

We also were awarded the Advisory Board Company’s Workplace of the Year. This recognizes hospitals and health systems nationwide that have outstanding levels of employee engagement.

We offer an outstanding benefits package that includes healthcare, a 403(b) and paid vacation, along with competitive compensation.

Join us! Discover why U.S. News & World Report has named us one of America’s Best Hospitals.

What You Will Be Doing in this Role :

The Program Manager plans, organizes, directs, and manages all aspects of a mid to large scale recognized organizational program.

Provides leadership, guidance, and direction for day-to-day program operations and administrative activities, including the authority to make independent decisions regarding program operations, administration, and governance.

Leads and / or contributes to the short-term and long-term strategic planning, design, development and implementation of program objectives, processes and standards.

May supervise staff as it relates to the overall management of the program.

A program is an ongoing organizational initiative with defined objectives and scope, but without a defined end or completion date.

In Patient Experience, you will have oversight of the day-to-day management of all data-related survey vendor (Press Ganey, Feedtrail, Cipher Health, etc.

operational interactions, and serves as the Patient Experience data expert on the team and for the organization. The role monitors performance results, responds to various internal partner requests for new survey methodologies and data requests. A Program Manager :

Oversees and / or manages the assigned recognized organizational program and has authority for day-to-day program operations and administration.

May be responsible for program development or expansion. Plans and implements program operations, determines and develops governance, processes and / or guidelines, coordinates program activities and timelines, and determines and organizes resources to meet program objectives.

• May identify program participants and lead cross-functional teams in the administration, maintenance or expansion of the program.
• Collaborates with internal and external key partners including other departments, leaders across the organization, representatives from external agencies / organizations in the management of the program to provide guidance, resolve issues, grow the program, and / or implement processes and / or solutions.

Identifies and defines any logistics, action items, changes, or information needed to effectively manage the program.

Identifies growth opportunities and further efficiencies that impact the program and / or department's success and aids in development of strategic plans to achieve objectives.

Evaluates feasibility, forecasting financial impact and providing recommendations or making decisions to support the success of the program.

Interfaces with internal / external partners to maintain and further develop program growth, community outreach activities, as well as relationship building and maintenance.

Researches and analyzes data for evaluating performance of program or program operations, including quality assurance and trends.

Makes recommendations to leadership and / or implements program changes based on findings. Provides data and / or summary findings to program participants, partners, leadership, and / or cross-functional teams.

• Evaluates requests for program exceptions or changes, and determines response, advancing as necessary.
• Assesses communication and training needs, develops and implements any applicable communication, education, training, onboarding and / or mentorship pertaining to the program.

Provides regular communication to departments and leaders across the organization. Notifies partners of any changes to the program.

May work with cross-functional teams across multiple departments to develop communication and training materials.

• In conjunction with leadership, responsible for planning, monitoring, and managing program fiscal budgets and financials, and resolves or advances issues.
• Maintains data system integrity and ensures quality assurance measures are followed based on departmental standard operating procedures.

May provide ad hoc reporting to support recommendations observed through trend analysis for future planning and enhancements.

Monitors program to ensure appropriate governance and program compliance with local, state and federal laws, accreditation, professional and regulatory agency standards and licensure requirements.

Maintains staff and program compliance with organizational policies and procedures.

May manage staff and / or lead the work of others.

Qualifications

Requirements :

• High School Diploma / GED required. Bachelor's in healthcare, management, business, or related field highly preferred.
• A minimum of 5 years' experience in Management, Program or Project Management or related experience required.

Why Work Here?

Beyond outstanding employee benefits including health and dental insurance, vacation, and a 403(b) we take pride in hiring the best employees.

Our accomplished staff reflects the culturally and ethnically diverse community we serve. They are proof of our dedication to creating a dynamic, inclusive environment that fuels innovation.

Req ID : 5324

Working Title : Program Manager - Patient Experience

Department : Patient Experience

Business Entity : Cedars-Sinai Medical Center

Job Category : Administrative

Job Specialty : Administrative

Overtime Status : EXEMPT

Primary Shift : Day

Shift Duration : 8 hour

Base Pay : $98,134.40 - $157,019.20

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