Customer Experience Project Manager Jobs in Boston, MA

POSITION SUMMARY:

The Patient Experience Project Manager will work with leadership and front line staff across BMC to facilitate, manage, and drive patient experience initiatives. This position requires excellent project management, organizational, and interpersonal skills, a high degree of resourcefulness, flexibility, and comfort facilitating group meetings and trainings. The Project Manager will have a passion for creating the best possible experiences for diverse patients and families, as well as clinicians and staff.

Position: Project Manager

Department: Patient Experience

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

• Responsible for coordination and project management of patient experience improvement initiatives.

• Manages logistical and administrative aspects of initiatives.

• Monitors inventories as related to patient experience initiatives, and takes measures to ensure adequate supplies.

• Collaborates with leadership and staff to identify creative solutions to identified opportunities, support development of workflows, and otherwise support execution of improvement plans.

• Creates and provides education and coaching support for leadership and care teams in relation to patient experience initiatives.

• Audits and tracks project performance relative to goals.

• Prepares reports on progress of work to keep leadership informed

• Facilitates access to, creates, and disseminates patient experience quantitative and qualitative data reports.

• Reviews patient experience scores with leadership to identify gaps and help set goals.

• Supports process of promoting recognitions based on qualitative data.

• Supports management of service alert processes, and any issues or complaints as they arise.

• Helps to collaborate with patient experience vendors to ensure that we can fully leverage their offerings, and helps to review potential of any new vendors.

• Helps to highlight patient experience initiatives through various channels, for example website, newsletters

• Serves as a lead and role-model in fostering a culture of collaboration and hospitality.

• Researches and remains up to date on patient experience best practices locally and nationally.

• Mentors unit and department leaders, physicians, staff, and team members in establishing and hardwiring experience elevation, through project management support and promotion of best practice use.

• Performs other duties as assigned.

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required).

JOB REQUIREMENTS

EDUCATION:

• Bachelor's degree preferred, or demonstrated equivalent experience.

EXPERIENCE:

• Two (2) to four (4) years' of project management experience, with at least 2 years in the healthcare industry; experience with inpatient hospital setting and patient experience strongly preferred.

• Demonstrated project coordination, project management, administrative, and organizational proficiency.

KNOWLEDGE AND SKILLS:

• Candidate must be well-organized, resourceful, and highly capable of proactively identifying and addressing issues.

• Ability to keep projects resourced, coordinated, and on track

• Strong communication and interpersonal skills, with ability to collaborate effectively with diverse roles and form positive relationships.

• Ability to multi-task in a busy environment

• Knowledge of hospitality approaches and principles

• Comfort with navigating hospital inpatient and ambulatory settings.

• Ability to take initiative/be a self-starter, take ownership, and resolve issues.

• Ability to work independently without close supervision.

• Knowledge of computer operations and associated software applications required to accomplish job responsibilities (i.e. Microsoft Suite: Word, Excel, PowerPoint; capacity to learn report generation from vendor platforms)

Compensation Range:

This range offers an estimate based on the minimum job qualifications. However, our approach to determining base pay is comprehensive, and a broad range of factors is considered when making an offer. This includes education, experience, skills, and certifications/licensures as they directly relate to position requirements; as well as business/organizational needs, internal equity, and market-competitiveness. In addition, BMCHS offers generous total compensation that includes, but is not limited to, benefits (medical, dental, vision, pharmacy), discretionary annual bonuses and merit increases, Flexible Spending Accounts, 403(b) savings matches, paid time off, career advancement opportunities, and resources to support employee and family well-being.

NOTE: This range is based on Boston-area data, and is subject to modification based on geographic location.

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