Project Manager, Patient and Family Experience, 40 Hour, Days

Exemption Status:

Hiring Range:

(based on a full time schedule of 40 hours per week).

Please note that the final offer will vary based on scheduled hours. Compensation for part-time or reduced schedules will be prorated based on scheduled weekly hours, experience, skills, qualifications, and internal equity considerations.

Schedule Details:

Scheduled Hours:

Shift:

Hours:

Cost Center:

This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

At UMass Memorial Health, everyone is a caregiver - regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

I. Major Responsibilities:

1. In collaboration with hospital and department stakeholders, designs Medical Center or Medical Group -wide improvement projects and initiatives as well as department-specific projects, and provides support as necessary.
2. Effectively manages projects to completion, including establishing team, project plan, timeline and clearly identifies deliverables.
3. Establishes and implements project metrics, adjusting team activities as necessary to ensure success of the project.
4. Escalates barriers as appropriate to ensure timely and measurable success of the project
5. Creates regular project communications materials for key constituencies; prepares reports for department leaders and stakeholders. Analyzes and produces compelling reports for internal audiences.
6. Develops and delivers presentations related to projects at the department or hospital level for informational and/or promotional purposes.
7. Evaluates and recommends vendors for the potential purchase of services or products as needed for project development or management; evaluates and pilots services and products; partners with leadership to make and implement selections.
8. Serves as a resource and advisor to department staff and hospital leaders regarding project management in their assigned areas and including relevant tools and practices.
9. Identifies best practices and overcomes barriers to implementing improvement initiatives. Advises on best practices and implementation tactics; serves as resource to frontline staff and managers, providing support as needed.
10. Utilizes various metrics to evaluate the progress of applicable programs and initiatives. Serves on designated organizational committees with the purpose of providing a broad perspective.
11. Works independently on projects, while adhering to system supported project management principles, including visual and daily management systems.
12. Report, analyze, and synthesize data from reporting systems for communications and for project direction.
13. Recommends and contributes to the development of appropriate educational materials and collaborates with administrative and clinical personnel regarding initiatives.
14. Facilitates open communication with families and professionals and work collaboratively to design, implement and evaluate improvement efforts.

Standard Staffing Level Responsibilities:

1. Complies with established departmental policies, procedures and objectives.
2. Attends variety of meetings, conferences, seminars as required or directed.
3. Demonstrates use of Quality Improvement in daily operations.
4. Complies with all health and safety regulations and requirements.
5. Respects diverse views and approaches, and contributes in maintaining an environment of professionalism, tolerance, civility and acceptance toward all employees, patients and visitors.
6. Maintains, regular, reliable, and predictable attendance.
7. Performs other similar and related duties as required or directed.

All responsibilities are essential job functions.

II. Position Qualifications:

License/Certification/Education:

Required:
1. Bachelor's degree in Business, Healthcare or related field.
2. Must have driver's license to move from one campus to another as necessary.

Preferred:
1. Master's degree in Business, Healthcare or related field

Experience/Skills:

Required:
1. Five years related work experience in Business, Healthcare or related field.
2. Three years of project management experience.
3. Ability to multi-task, trace progress and quality of project plans, as well as on-going work.
4. Must be able to work independently and function as a team member who fosters effective communication and coordination of department efforts.
5. Must show willingness to be flexible and adaptable to change in priorities.
6. Strong organizational skills and excellent communication skills, both verbal and written.
7. Proficiency in Microsoft office Suite products, particularly with Powerpoint, Excel and Word, in addition to working knowledge of Access.

Preferred:
1. A working knowledge of patient centered care principles, performance improvement standards and methodology, and Lean Management principles

Unless certification, licensure or registration is required, an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements.

Department-specific competencies and their measurements will be developed and maintained in the individual departments. The competencies will be maintained and attached to the departmental job description. Responsible managers will review competencies with position incumbents.

III. Physical Demands and Environmental Conditions:

Work is considered sedentary. Position requires work indoors in a normal office environment.

15. Patient and Family Advisory Council (PFAC) program support as needed

Department Competencies & Requirements

Program Operations & Strategy:

1. Provides operational support for Medical Center-wide patient experience programs, including planning, coordinating, and tracking initiatives; standardizing processes; and advising leaders and frontline teams on best practices.
2. Collaborates with clinical and non-clinical teams to identify patient experience issues, develop solutions, and implement improvement strategies that drive long-term results.
3. Serves on organizational committees to provide a broad consumer perspective and expand patient and family engagement in decision-making.
4. Leads the planning and implementation of annual Patient Experience Week activities and events.

Data Analytics & Reporting:

1. Utilizes patient experience platforms (e.g., Press Ganey, Cipher digital rounding, Tableau PX Portal) to compile, analyze, and communicate quantitative and qualitative data that inform improvement strategies and ensure correct usage.
2. Generates and distributes survey data and rounding reports; prepares presentations and dashboards for meetings at multiple levels.
3. Coordinates patient experience data strategy efforts, including reporting, workgroup meetings, and follow-up actions.

Digital Rounding Program:

1. Responsible for daily operations of the digital rounding program, including user onboarding/offboarding, account management, and troubleshooting.
2. Provides training and ongoing support to rounders; manages the Nurse Leader Rounding Preceptorship Program and quarterly newsletter.
3. Analyzes rounding data, tracks performance goals, and prepares visualizations and reports to support improvement work.

Recognition & Education:

1. Supports the implementation and ongoing management of patient and family experience recognition programs, including the PX Award, RN Leader Rounding, and service line recognition.
2. Develops and delivers presentations, orientation, and educational programs for students, residents, staff, and providers to build patient experience knowledge and skills.
3. Manages patient experience-related communications, including websites and social media.

Patient & Family Advisory Councils (PFAC):

1. Supports the operational and strategic growth of PFACs across the Medical Center by assisting with planning, coordination, and implementation activities.
2. Promotes a patient- and family-centered culture by helping identify opportunities to broaden engagement.
3. Supports initiatives to engage diverse populations and advance more equitable patient and family experiences.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

We're striving to make respect a part of everything we do at UMass Memorial Health - for our patients, our community and each other. Our six Standards of Respect are: Acknowledge, Listen, Communicate, Be Responsive, Be a Team Player and Be Kind. If you share these Standards of Respect, we hope you will join our team and help us make respect our standard for everyone, every day.

As an equal opportunity and affirmative action employer, UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, protected veteran status or other status protected by law.

If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talentacquisition@umassmemorial.org. We will make every effort to respond to your request for disability assistance as soon as possible.