Manager, Experience Operations

Overview

Join a team dedicated to improving the patient experience across our organization. As the Manager, Patient Experience Operations, you will lead efforts to strengthen patient-centered practices and operational strategies that shape how patients and families experience care in our ambulatory, or perioperative, procedural, and imaging settings. In this role, you will partner with frontline leaders, clinical teams, and system partners to build consistency and drive meaningful improvement in the patient experience. We are looking for a strategic and collaborative leader who can build influence across teams, translate data and insight into practical solutions, and bring strong operational and coaching expertise to a growing system. The Manager, Experience Operations at University of Utah Health is responsible for providing leadership and operational oversight for Patient Experience. This role involves identifying key issues and developing proactive solutions to attract and retain patients across all areas of care delivery. This position drives system-wide change by developing practical strategies to maximize patient retention and engaging faculty, leadership, and teams to deliver person-centered care. 

 

As a patient-focused organization, University of Utah Health exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. University of Utah Health seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, integrity, quality and trust that are integral to our mission. EO/AA

 

Corporate Overview: The University of Utah is a Level 1 Trauma Center and is nationally ranked and recognized for our academic research, quality standards and overall patient experience. Our five hospitals and eleven clinics provide excellence in our comprehensive services, medical advancement, and overall patient outcomes.

Responsibilities

Essential Functions

Patient Experience

• Leads patient experience improvement strategies for the health system.
• Creates system-wide people-oriented strategies, including learning and engagement to promote patient-centered care.
• Creates, implements, and sustains system-wide, workflow-oriented strategies including new processes and programs that promote patient-centered care.
• Supports the development and implementation of new technologies for the health system in collaboration with other departments.
• Develops and maintains learning programs to meet faculty, leader, and team needs.
• Develops strategies to improve patient-centered solutions and collaborates with system partners on implementation.

Talent Management

• Oversees talent management, including hiring, training, developing, and communicating with staff.
• Actively engages staff with updates and news, involves them in decisions and work teams, and provides feedback and recognition when appropriate.
• Provides staff feedback on performance, including on-time appraisals and coaching.
• Deals with conflicts proactively and reaches resolution in a timely manner.

Financial Management

• Responsible for developing, monitoring and achieving budget goals.
• Manages labor and non-labor expenses to budget or flex budget.
• Manages revenue to budget to maximize potential revenue.
• Negotiates vendor contracts.

Performance and Quality Management

• Responsible for upholding PROMISE standards of direct reports and team members.
• Achieves quality goals for assigned areas.
• Promotes continuous process improvements in assigned areas.
• Provides staff feedback on performance, including on-time appraisals and coaching.
• Proactively addresses conflict and achieves timely resolution.

Building Relationships

• Forms positive relationships with staff, peers, and senior leadership to support the mission, vision, values, and performance standards of the organization.
• Forms meaningful relationships with system partners and senior leaders to foster collaboration for system initiatives.
• Actively engages staff with updates and news as well as involving staff in decisions and work teams.
• Provides feedback and recognition when appropriate.

Knowledge / Skills / Abilities

• Ability to perform the essential functions of the job as outlined above.

• Demonstrated leadership, human relations, and effective communication skills.

• Demonstrated knowledge of human-centered design principles and/or user experience (UX) design skills.

• Knowledge of health care improvement methodologies.

• Knowledge of the assigned department's area of specialization to analyze, plan, and draw conclusions for recommendations.

• Demonstrated experience in improving experience using technical, process, and/or people-oriented solutions.

• Knowledge of adult learning and competency-based training design.

• Expert level written and visual communication skills.

• Demonstrated operational and strategic planning skills.

• Demonstrated leadership in planning and directing employees and process in order to improve the patient experience.

• Knowledge of and ability to implement effective strategies and activities that promote long term patient loyalty.

• Experience using Microsoft Office.

Qualifications

Required

• Bachelor's degree in a related area of assignment, or equivalency.
• Four years of progressively more responsible leadership experience.

Qualifications (Preferred)

Preferred

• Master’s degree in Business Administration, Health Care Administration, Humanities, Social Sciences, Education, User Experience (UX), or Engineering.
• Previous experience in healthcare and/or community management.
• Certified Patient Experience Professional (CPXP) within one year of hire, based on area of assignment.

Working Conditions and Physical Demands

Employee must be able to meet the following requirements with or without an accommodation.

• This position may exert up to 20 pounds and may consistently require light work involving lifting, carrying, pushing, pulling or otherwise moving objects.

Physical Requirements

Listening, Manual Dexterity, Sitting, Speaking, Standing, Walking