Senior Program Manager is responsible for the management of initiatives/projects associated with the overall Exceptional Experience strategy for the organization. Reporting directly to the Vice-President of Patient Experience, the successful candidate leads large scale improvement initiatives. Primary responsibility is to help advance The Christiana Care Way by working directly with Service Line leadership and unit-based value improvement teams by helping them execute action plans, will work with various leaders to lead and implement complex system-wide patient experience initiatives, and other special projects. Develops and leads the execution of action plans and assists with improvement as needed across the continuum of care.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Leads unit-based value improvement teams, managers and program leaders throughout the organization to provide guidance and support in pursuit of advancing the goals related to the Patient Experience.
Leads system-wide programs to improve patient experience by reviewing data, reviewing patient complaints, comments, rounding on patients and actively participating in meetings.
Leads and implements project teams/programs that are multidisciplinary in nature and involve multiple departments.
Integrates industry trends and organizational data from various key databases into specific performance improvement areas.
Helps develop and facilitate best practices through development phase, pilot phase and then rolling out across the health system to improve the Patient Experience.
Works directly with External Affairs and The Learning Institute to help develop written materials and training materials for specific projects and to help advance The Christiana Care Way.
Assures alignment between all of the committees that support The Christiana Care Way.
Provides weekly status reports on activity associated with projects/programs. Will include time lines and valuable data.
Conducts patient rounds with physicians/nurses and provides feedback as appropriate on behavioral queues.
Represents Patient Experience on various committees/forums and conferences.
Ensures compliance with complaint/grievance process when handling a patient/family member concern.
Performs other related duties as required.
Maintains required credentials of BCLS, mandatory inservice education and continues growth in the position through ongoing inservice opportunities and goal setting.
SCOPE, PURPOSE AND FREQUENCY OF CONTACTS:
Daily contact with medical leadership, nursing leaderships, Christiana Care trustees and board, patients and family members. Contact with community agencies, companies, and other hospitals as well as the general public. Contact with Christiana Care trustees and board directors and senior -level leadership.
Vice President of Patient Experience
EDUCATION AND EXPERIENCE REQUIREMENTS:
7 to 10 years working in a large, dynamic, and complex organization with experience in customer service or patient experience activities including leadership responsibilities.
Demonstrated project management experience.
Undergraduate Degree in Nursing– maintain RN licensure
Graduate-level business degree preferred.
KNOWLEDGE, SKILLS AND ABILITIES REQUIREMENTS:
Able to communicate and work with nursing, ancillary and medical/dental staff.
Ability to create, prioritize, and execute multiple tasks / meeting established timelines and goals.
Knowledge of Quality and Safety Improvement processes.
Knowledge of Six Sigma
Knowledge of principles and practices of improving the patient experience.
Thorough knowledge of The Christiana Care Way, Bedside shift report, AIDET, Hourly Rounding, teach-back technique and discharge call back programs.
Knowledge of Patient-Family Centered Care philosophy.
Knowledge of Departmental and Unit Specific Standards, and Policies.
Excellent communication skills.
Knowledge of Nursing Process.
Knowledge of statistics to understand and analyze coplex patient experience data
Ability to participate in multidisciplinary team efforts.
Ability to exercise judgment, tact, and diplomacy.
Ability to use computer for patient information; input and retrieval.
Ability to respond to emergency situations according to policy, standard, or nursing practice guidelines.
Ability to assess own knowledge and developmental needs.
Ability to follow universal precautions at all times.
Christiana Care Health System is headquartered in Wilmington, Delaware and is one of the country's largest health care providers, ranking 21st in the nation for hospital admissions. Christiana Care is proudly a Nurse Magnet recognized institution. Christiana Care Health System is also one of the largest health care providers in the mid-Atlantic region, serving all of Delaware and portions of sev...en counties bordering the state in Pennsylvania, Maryland and New Jersey. A not-for-profit, non-sectarian health system, Christiana Care includes two hospitals with more than 1,100 patient beds, and is a major teaching hospital with two campuses. Christiana Care is continually recognized for excellence on a regional and national level. Our role in the community is expressed in the Christiana Care Way: "We serve our neighbors as respectful, expert, caring partners in their health. We do this by creating innovative, effective, affordable systems of care that our neighbors value."
Christiana Care is a great place to work because we value diversity and recognize it to be a core part of our success. Because of the diversity of our employees, affiliated health professionals and volunteers, we are positioned to meet the unique needs of our patients and community. We acknowledge and celebrate the uniqueness and talent of each employee. Because of our talented workforce we are able to provide a quality healthcare experience to our patients and community. We strive to create an inclusive environment in which individual diversity can be leveraged and thrive.
Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.