Under the direction of the Mass General Brigham Director of Patient Experience Improvement, the Patient Experience Program Manager will work with leadership and frontline staff to enhance patient experience. This position will provide program management, drive improvement, and provide coaching support for patient experience initiatives. This position requires leadership and program management skills, excellent interpersonal skills and organizational skills, professional maturity, and analytic ability. Clinical background and/or experience in patient experience preferred but not required.

• Responsible for program management of multiple patient experience initiatives.
• Manage logistical and administrative aspects of patient experience initiatives.
• Facilitate and manage improvement plans in strategic operational focus areas.
• Prioritize program deliverables to meet deadlines.
• Guides and facilitates patient experience improvement initiatives in partnership with leaders.
• Provides education and coaching support to leadership and care teams.
• Creates and conducts education sessions as needed.
• Researches, identifies, and advises on patient experience evidence based best practices and implementation tactics. Serves as an internal advisor to leaders and staff regarding patient experience improvement best practices.
• Works closely and effectively with patient experience measurement staff to interpret and utilize patient experience data to drive forward improvement efforts.
• Collaborates with leadership and aligns patient experience standards where appropriate. Develops strategies for a seamless, high-quality experience in alignment with MGB.
• Collaborates with Patient Experience counterparts across MGB to identify strategic focus for MGB Patient Experience and timely deliverables to meet those goals
• Manage Experience Committees
• Ad Hoc duties as assigned

Brigham and Women's Faulkner Hospital, an affiliate of Mass General Brigham, is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve. At Mass General Brigham, we believe in equal access to quality care, employment and advancement opportunities encompassing the full spectrum of human diversity: race, gender identity, sexual orientation, ability, religion, ethnicity, national origin and all the other forms of human presence and expression that make us better able to provide innovative and cutting-edge healthcare and research.

Brigham and Women's Faulkner Hospital is a 171- bed non-profit, community teaching hospital located in Jamaica Plain directly across the street from the Arnold Arboretum. Founded in 1900, Brigham and Women's Faulkner Hospital offers comprehensive care in a wide variety of specialties. Brigham and Women's Faulkner Hospital is a designated Magnet hospital by the American Nurses Credentialing Center, a recognition that fewer than nine percent of all US hospitals receive.

At Brigham and Women's Faulkner Hospital, we believe that everyone should have the chance to live a healthy life. From creating breakthroughs that have paved the way for treatments around the globe to training the next generation of providers, our patients, and those we may never meet, are at the center of everything we do. If you're looking for more than a career, join Brigham and Women's Faulkner Hospital. Our patients call it better care. Our employees call it home.

Qualifications

• Bachelor's degree required. Master's in Business, Health Management, Public Health or in another Social Science discipline is preferred but not required
• Preferred experience: 3+ years in health care
• CPXP designation desirable, but not required
• Experience in project management, and facilitating meetings required
• Experience in patient experience, process improvement and/or design-thinking a plus

• Compassionately Human-Centered: Ability to listen and empathize with healthcare consumers across a diverse spectrum, identifying key drivers, emotional triggers, needs and expectations.
• Project or Program Management: Excellent organizational skills, ability to work independently, manage multiple tasks and projects/program, meet deadlines and manage to schedule.
• Analytical Support: Ability to mine and analyze patient experience survey data and other consumer datasets to identify key statistical drivers, pain-points and gaps in the experience across the continuum of care.
• Communicate Effectively: Strong interpersonal skills, excellent written, presentation and communication skills. Ability to utilize effective communication tools and techniques including preparing cogent, appealing PowerPoint slides and presenting to clinical and administrative audiences. Ability to educate and coach a diverse group of internal stakeholders
• Solve Problems: thoughtful and creative problem-solving skills with the ability to identify gaps, root-causes and improvement interventions throughout the patient experience.
• Flexibility: Must be flexible and able to manage a multi-faceted program with a self-directed work style, balanced with the ability to work collaboratively.
• Passionate about encouraging diversity, equity, multiculturalism, and inclusion in all aspects of work. Oriented towards promoting collaboration between every race, gender, sexual orientation, religion, ethnicity, national origin and all the other community characteristics.
• Fluency in PC/Microsoft applications including Word, Excel, Access, PowerPoint, and Adobe Acrobat.
• Ability to manage IT systems and applications creatively and effectively
• Embodies all I C.A.R.E. Standards

EEO Statement

Brigham and Women's Faulkner Hospital is an Affirmative Action Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.