Patient Experience Project Manager

Join our team as a Project Manager in the Patient Experience department, working with leadership and front-line staff to drive initiatives that enhance patient experiences across BMC. This full-time role demands strong project management, organizational, and interpersonal skills, along with a passion for improving experiences for diverse patients, families, clinicians, and staff.

Responsibilities

• Coordinate and manage patient experience improvement initiatives.
• Handle logistical and administrative aspects of initiatives, including monitoring inventories and ensuring adequate supplies.
• Collaborate with leadership and staff to identify creative solutions, develop workflows, and execute improvement plans.
• Create and provide education and coaching support for leadership and care teams.
• Audit and track project performance, preparing reports to keep leadership informed.
• Facilitate access to, create, and disseminate patient experience data reports (quantitative and qualitative).
• Review patient experience scores with leadership to identify gaps and set goals.
• Support the promotion of recognitions based on qualitative data.
• Manage service alert processes and address issues or complaints as they arise.
• Collaborate with patient experience vendors to leverage their offerings and review potential new vendors.
• Highlight patient experience initiatives through channels like the website and newsletters.
• Serve as a lead and role-model in fostering a culture of collaboration and hospitality.
• Research and stay updated on patient experience best practices locally and nationally.
• Mentor unit and department leaders, physicians, staff, and team members in elevating patient experiences through project management and best practices.
• Perform other duties as assigned.

Requirements

• Bachelor’s degree preferred, or demonstrated equivalent experience.
• Two (2) to four (4) years of project management experience, with at least 2 years in the healthcare industry; experience in an inpatient hospital setting and with patient experience strongly preferred.
• Demonstrated project coordination, administrative, and organizational proficiency.

Skills

• Well-organized, resourceful, and capable of proactively identifying and addressing issues.
• Ability to keep projects resourced, coordinated, and on track.
• Strong communication and interpersonal skills, with the ability to collaborate effectively across diverse roles.
• Ability to multi-task in a busy environment.
• Knowledge of hospitality approaches and principles.
• Comfort navigating hospital inpatient and ambulatory settings.
• Ability to take initiative, work independently, and resolve issues without close supervision.
• Proficiency in computer operations and software applications (e.g., Microsoft Suite: Word, Excel, PowerPoint; ability to learn report generation from vendor platforms).

Pay

Compensation range: $66,000.00 - $96,000.00. This range is based on minimum job qualifications and considers factors such as education, experience, skills, certifications, internal equity, and market competitiveness. Geographic location may modify the range.

Benefits

• Medical, dental, vision, and pharmacy benefits.
• Discretionary annual bonuses and merit increases.
• Flexible Spending Accounts (FSAs).
• 403(b) savings match.
• Paid time off.
• Career advancement opportunities.
• Resources to support employee and family well-being.