Program Manager - Patient Experience

Job Description

Responsibilities

Join a dynamic organization driven by our passion for healthcare. UHS is seeking talented individuals who are eager to contribute their expertise and pursue rewarding careers.

As a leader in acute care and behavioral health, UHS provides high-quality care to over 3 million patients annually, across our national network of facilities.

The UHS Corporate Headquarter is hiring a to provide strategic leadership and operational oversight of patient experience services that support the mission of UHS.

Key Responsibilities include :

• Develop a tactical plan supporting the strategic initiative of providing a consistently exceptional Human Experience for patients, families, and guests at all touch points and interactions in the Acute Care Division of Universal Health Services
• Function as a Subject Matter Expert in patient experience and works with HR to ensure employee engagement initiatives, scores, and information inform patient experience plans.

Provides advice, coaching, and project management to lead and support strategic initiatives

• Collaborate with division leadership, UHS Nursing Leadership Councils, and hospital leadership to direct the execution of a coordinated Patient Experience plan that leverages a comprehensive evidence-based continuous improvement approach
• Provide leadership to ensure that Patient Experience standards, structure, methods, tools and tactics are supported and consistently applied across the organization
• In coordination with division leadership, creates relevant outcome measures, sets performance targets, evaluates outcomes and leverages data to identify opportunities for improvement and evaluate the impact of improvement efforts
• Provide direction to facility leadership on improvement and sustainment efforts across the acute care division
• Oversee the Patient Experience survey process and works with quality to ensure compliant reporting of CAHPS and other survey data
• Oversee and coach Patient Experience efforts across the division in Acute Care Inpatient services, Emergency Department, Home Health Care, Ambulatory Surgery and Outpatient Services

Qualifications

Bachelor's degree with a minimum 5-8 years' experience in patient experience, RN preferred.

Documented track record of implementing and accomplishing customer service improvements

in a complex health care organization or system

• Advanced knowledge of various CAHPS surveys, patient, and employee satisfaction survey tools
• Ability to work with the Division workforce to positively influence results and outcomes
• Demonstrated experience in change leadership, project management and analytical analysis
• Certified Patient Experience Professional (CPXP) required
• Travel Requirements : Up to %

This opportunity provides a rewarding career, challenging and rewarding work environment as well as growth and development opportunities within UHS and its subsidiaries, including competitive compensation, excellent Medical, Dental, Vision and Prescription Drug Plan, and k with company match.