Technical Program Manager (Consumer Experience)

At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional experiences for every member of our community. When we say every member of our community, that includes our employees. We know that when our employees feel cared for, heard and valued, they are inspired to create moments that exceed expectations, while prioritizing safety, compassion, personalization and efficiency. If you want to advance your career and contribute to our vision of creating healthier communities, now and for generations to come, we want you to be a part of our team.

Job Summary

Position is responsible for owning strategic, technical, and cross-functional programs that support the Memorial Hermann Consumer Experience (CX) initiatives. This position is responsible for supporting consumer centric programs and projects dedicated to elevating the patient experience across all care settings. The Program Manager plans, directs, and coordinates systemic programs that support the Consumer Experience (CX) strategy and the delivery of our service commitment and standards across the health system.

This role typically reports to a Consumer Experience leader.

Job Description

Role Preferences:

• Experience managing projects/programs and has strong analytical experience.
• Proficient in excel and data programming, e.g., R, Python, SQL.
• Experience with data visualization platforms, e.g., Tableau, Sigma.
• Experience with data management and troubleshooting.
• Familiar with stats to put together regressions and correlations.
• Skilled at putting together insightful and professional data-driven presentations in PPT.
• Experience presenting to executives and articulately speaks.
• Healthcare background preferred, but open to other industries.

MINIMUM QUALIFICATIONS

Education: Bachelor’s degree Healthcare Administration, Business Administration, Marketing, Health or Computer Science or related field required; Master’s preferred

Licenses/Certifications: None

Experience / Knowledge / Skills:

• Five (5) years progressive experience in program management, leading special programs and/or projects.
• Demonstrated experience in healthcare operations and process improvement methodologies preferred.
• Strong program and project management skills, including planning and execution.
• Excellent written and verbal communication and interpersonal skills.
• Strong analytical skills with proficiency in data tracking, reporting, and outcomes evaluations preferred.
• Strong presentation skills, including tailoring materials and messages for an executive audience.
• Strong organizational skills.
• Strong critical thinking skills with the ability to apply data analytics to develop and implement focused initiatives and work plans.
• Strong problem solving and decision-making skills.
• Experience collaborating with a diverse group of stakeholders, including executives, physicians, and clinical staff.
• Ability to observe and identify issues and create resolutions by developing solutions to address pain points that are high-pain/high-frequency.
• Advanced proficiency in Microsoft office tools, experience using presentation and collaborations tools (e.g. Jira, SharePoint, Visio) to create reports, visuals, and professional level content.
• Experience working with specific healthcare data, such as Epic and HL7 is a plus.

PRINCIPAL ACCOUNTABILITIES

• Manages complex, system-wide Consumer Experience (CX) programs from inception to rollout including stakeholder alignment, communications, training, technical build, testing, implementation, and maintenance, under supervision of system CX leader.
• Provides leadership, ownership, and assumes responsibility for success of assigned projects, events, and initiatives including planning, coordination, and site team engagement.
• Builds strong working relationships and collaborates with cross functional teams including, but not limited to, campus/executive leadership, clinical operations, Enterprise Analytics, and Quality teams to align priorities and execute system strategy.
• Provides direction to and collaborates with stakeholders and operators across the system to design and deliver tools and resources such as toolkits, insight reports, one-pagers, shareable stories, and talking points that reinforce our service commitment and standards for every patient, ensuring the delivery of the Memorial Hermann Experience.
• Fosters a culture of continuous improvement by identifying process efficiencies, conducting tests of change, and driving the adoption of best practices to innovate and enhance the patient experience.
• Monitors and manages risks associated with CX programs and takes measures to mitigate potential issues.
• Develops and maintains program documentation and reports to track progress and outcomes. Evaluates and identifies ROI and anticipated value of programs and projects.
• Facilitates improvement by building a robust framework and/or implementing a new strategy driven by data, benchmarks and best practices.
• Supports and collaborates with the CX teams in key efforts for continuous improvement in consumer and patient experience initiatives.
• Creates presentation and informational materials for use at various committees and meetings within the system.
• Ensures safe care to patients, staff and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service.
• Promotes individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency; supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor and resource to less experienced staff.
• Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann’s service standards of providing safe, caring, personalized and efficient experiences to patients and our workforce.
• Other duties as assigned.