Care, Program Manager Ohio Toledo Market

Overview

Mercy Health is a faith-based and patient-focused organization committed to enhancing the health and well-being of all people in mind, body and spirit through exceptional patient care. Mercy Health seeks people who embody our values of compassion, human dignity, integrity, service and stewardship to create an environment where associates want to work and help communities thrive.

Experience of Care (Program Manager) - St. Vincent's Medical Center. In this role, you will be supporting the Mercy Health - Toledo Market, from your office cent's, with flexibility to work from home on occasion. The Experience of Care leader drives experience of care system and market strategies, tactics, and behaviors to achieve experience of care excellence as reflected by KPI targets and selected quality KPIs.

The leader has experience and working knowledge in hospital operations to assist in action planning and feedback.

• Deploys system and market experience of care strategies, tactics, and behaviors.
• Institutes structure and processes that drive standardization of practices and policies across the assigned market to continually drive quality and efficiency.
• Supports facility leadership by serving as a subject matter expert through data insight and training for understanding of their reports; provides support/guidance and patient experience reporting in appropriate venues/meetings.
• Participates in system and market experience of care committees and work groups to consult and collaborate on system experience of care strategies and initiatives.
• Serves as a primary resource providing guidance, coaching, direction, and training to BSMH associates.
• Supports market leadership by providing reports, deep dive data drills, and organizing data analytics resources in partnership with regional director for meetings and other requests.
• Review EOC KPI targets and data regularly; identifies areas of strength and opportunities and drives performance with collaborating leaders based on results while providing consistent feedback.
• Works with Experience of Care and Market Leadership to develop market vision and strategic planning and implementation of strategies for patient experience.
• Serves, manages, and supports internal and external stakeholders and customers across the continuum of care.
• Participates as a team member and is accountable for own work responsibilities within the assigned market or initiative.

Note:

This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation.

One Of The Following (preferred):

• RN license
• CPXP (Certified Patient Experience Professional from Patient Experience Institute)

Bachelors Degree in;
Healthcare, Nursing, or related field (required)

• 1 year experience with experience of care/customer relations (required)
• 1 year experience in an operational leadership role in a hospital setting (required)

• Periods of high stress and fluctuating workloads may occur.
• Long-distance or air travel as needed - not to exceed 10% travel.
• General office environment.
• May be exposed to high noise levels and bright lights.
• May be exposed to limited hazardous substances or body fluids.*
• May have periods of constant interruptions.
• Individuals in this position are required to exercise universal precautions, use personal protective equipment and devices, and learn the policies concerning infection control.

Change Management
• Data Analysis
• Ability to assess deviation from best practices and effectively apply solutions
• Problem/conflict resolution
• Customer service champion
• Leadership aptitude

As a Mercy Health associate, you’re part of a Mission that matters. We support your well-being—personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way.

• Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)
• Medical, dental, vision, prescription…