Program Manager of Patient -YNHH

Overview

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

Under the direction of Patient Experience leadership, the program manager patient experience will serve as a member of the patient experience team to drive patient experience strategy and help execute the vision and action plan for Yale New Haven Health and the Ambulatory Enterprise. This role will be responsible for the management, dissemination, and interpretation of patient experience data. Participates in the development and implementation of patient/customer experience strategies and initiatives, and provides support to sites /regions for analytics, performance improvement, and implementation of evidence-based best practice.

Serves as a knowledge expert around the implications of Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) measures, including value-based purchasing, reimbursement, and the impact on financial outcomes. This role will assist in the development and sustainment of education programs that support the care signature for YNHHS. This position plans and coordinates educational /teaching activities for all staff, inclusive of physicians, with the goal of achieving excellence in patient experience.

EEO/AA/Disability/Veteran

• 1. Data Analytics
  • 1.1. Manages the preparation, gathering, analysis, and interpretation of patient/customer engagement data to assess efficacy of the patient/customer experience strategy.
  • 1.2. Manages contracts for patient satisfaction measurement, working with vendor to utilize tools to identify and research best practices and implement performance improvements.
  • 1.3. Develops, organizes, and evaluates patient/customer experience survey processes, audits survey process, resolves discrepancies, and ensures collaboration and productivity with survey vendors, IT, and Site teams.
  • 1.4. Interprets HCAHPS/CGCAHPS data, keeping the organization focused on the impact of value-based purchasing.
  • 1.5. Develops specific dashboard metrics to evaluate patient experience, including but not limited to patient satisfaction scores and patient feedback.
  • 1.6. Creates and generates reports and dashboards for key stakeholders.
  • 1.7. Manages the data generation process and creates standard reports for dissemination throughout NEMG.
• 2. Performance Improvement and Project Management
  • 2.1. Serve as knowledge expert on service performance improvement for staff and physicians. Works closely with Medical Director of Patient Experience and practice leaders to plan, organize, and coordinate projects and ensures project objectives, deliverables and timeliness are on schedule and of high quality.
  • 2.2. Actively participates in educational and sharing opportunities outside of the organization to develop body of knowledge related to patient experience.
  • 2.3. Prepares project update and close out presentations, reports, deficiencies, and corrective actions.
  • 2.4. Works closely with leadership to develop targeted programs and identify national best practices aligned with YNNHS/NEMG patient needs.
  • 2.5. Provides highlights to senior leadership on patient experience improvement efforts and their impact on trends.
  • 2.6. Make ongoing improvements to learning opportunities based on evaluation results and stakeholder feedback.
• 3. Education/Training Support
  • 3.1. Develop curriculum and content for clinical and staff in conjunction with YNHHS Patient Experience and YNHHS Chief Experience Officer.
  • 3.2. Conducts learning needs analysis to include compiling and assessing data and conferring with management to determine training and development needs across NEMG.
  • 3.3. Develops a comprehensive toolkit, including the training curriculum and other key resources, to support ongoing implementation of achieving high patient experience scores.
  • 3.4. Facilitates training for key organizational patient experience projects and programs.
  • 3.5. Assists with department level training, coaching, and observations of staff to provide input improving patient experience.
  • 3.6. Coordinates, communicates and monitors ongoing learning opportunities and events.
• 4. Patient and Family Centered Care
  • 4.1. Supports the organization's commitment to patient and family centered care.
  • 4.2. Supports Patient Family Advisory Council and facilitates their involvement in making organizational decision making.
  • 4.3. Ensures patient experience data is frequently, consistently, and effectively communicated with staff and leadership to facilitate the provision of patient and family centered care.
  • 4.4. Oversees programs to reward and recognize physicians and staff for their commitment to patient and family centered care.
  • 4.5. Ensures all patient issues, concerns, and grievances are speedily and appropriately resolved.
• 5. Leads and supports Patient Experience…