Job Description

The Manager Patient Experience reflects the mission, vision, and values of NM, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

Reporting to the Director of Patient Experience, the Manager is responsible for recruiting, interviewing, hiring, training, reviewing, promoting, and disciplining patient experience team, ensuring they understand NMHC’s vision, Patient’s First philosophy and their individual efforts towards the achievement of this vision. Fiscal responsibilities include collaborating with the Director in development of the annual operating budget, monitoring and controlling budget expenditures including overtime, temporary support, and operating expenses to avoid negative variances, remediates overages as required to within annual fiscal budget. In addition to coaching activities and fiscal stewardship, the Manager is responsible for managing patient programs and efforts throughout the organization.

Responsibilities include: leading patient experience initiatives, managing major patient experience projects, supporting aligned or related projects across the region and system, and using data and various sources of information to present findings and recommendations for improving patient engagement. The Manager will lead and work closely with other key departments to lead and implement new programs and initiatives. The Manager will also evaluate and monitor existing programs, assess effectiveness using data and other sources of patient feedback, and research “leading practices,” both in and outside of the healthcare industry.

A Manager Patient Experience works closely with senior leadership (i.e. vice presidents, Clinical Chairs, Division Chiefs), as well as directors, managers, and physician leaders, to define engagement projects and build consensus that results in complete plans that are in alignment with the Northwestern Medicine (NM) strategic plan and annual goals. Manages projects and supervises departmental staff as assigned by a Director of Engagement, as well as supports departmental priorities for staff development, process improvement, and enhancement of departmental functions. Leads processes that successfully contribute to the NM strategic plan and overall mission of NMHC, and exemplifies and demonstrates the organization’s values and competencies needed to be effective in this role.

Responsibilities

• Works closely with key directors, managers and physicians to design, test, and implement engagement initiatives and projects. Partners with key departments to execute initiatives and implement programs such as service training, reward and recognition programs, service recover, point of care surveying, and others. Complete plans and recommendations, under sponsorship of a vice president and oversight by a Director of Patient Engagement.
• Highly responsive and effective in working with operational managers and physicians, defining projects effectively, and meeting client and organizational strategic objectives simultaneously.
• Through relationship development throughout the NM community, identifies and secures interdepartmental support and other resources necessary for successful origination and implementation of patient engagement initiatives. Works closely with operational staff and managers to assure successful transition to implementation of approved initiatives.
• Responsible for meeting goals in a timely and cost effective manner. Held accountable through performance goals, incentive plans, and other monitoring systems.
• Demonstrates expert knowledge in available data sources and analytic capabilities. Identifies opportunities to streamline and continuously improve analytic and patient engagement processes. Institutes quality assurance procedures to ensure validity of internal, competitor, and market data
• Creates an environment of partnership, collaboration, seamless quality, and service enhancement across teams, departments, and divisions of the organization.
• Supports ongoing learning and skill development for self and team members. Encourages those who identify problems, potential solutions, and opportunities for improvement. Supports and empowers team members in piloting new ideas and solutions.
• Ensures the smooth day today operation of the department, leveraging systems and staff positions towards the achievement of daily, weekly, monthly performance targets
• Completes other duties as assigned.

Qualifications

Required:

• Bachelor's Degree
• 5 or more years in the Patient Experience field
• Demonstrated management competency & experience.
• Experience working within a clinical environment.
• Experience managing professional teams
• Proficiency with database, presentation, and spreadsheet applications.

Behavioral Attributes:

• Strong leadership, organization, planning and time management skills required.
• Excellent analytical skills.
• Thoughtful and practical approach to problem-solving.
• Well-developed oral and written communication skills.
• Self-directed and comfortable with ambiguity.
• Demonstrated leadership ability.

Preferred

• Master’s degree
• CPXP or ICP/ACC or higher certification - Must be obtained within one year of hire.
• Experience in hospital, academic medical center, physician group, and/or healthcare provider consulting setting is preferred.
• Experience working closely with physicians in a provider setting is highly desired.
• Engagement coaching experience is highly desired

Equal Opportunity

Northwestern Medicine is an equal opportunity employer (disability, VETS) and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.

Background Check

Northwestern Medicine conducts a background check that includes criminal history on newly hired team members and, at times, internal transfers. If you are offered a position with us, you will be required to complete an authorization and disclosure form that gives Northwestern Medicine permission to run the background check. Results are evaluated on a case-by-case basis, and we follow all local, state, and federal laws, including the Illinois Health Care Worker Background Check Act.

Artificial Intelligence Disclosure

Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position, however, all employment decisions will be made by a person.

Benefits

We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being while providing protection for unexpected life events. Please visit our Benefits section to learn more.

Sign-on Bonus Eligibility (if sign-on bonus offered for position): Internal employees and rehires who left Northwestern Medicine within 1 year are not eligible for the sign on bonus. Exception: New graduate internal employees seeking their first licensed clinical position at NM may be eligible depending upon the job family.