The Program Manager, Patient Experience partners with leaders and stakeholders throughout DFCI to facilitate, manage, and drive improvements in patient experience. This role provides support for the day-to-day operations of the patient experience program, as well as expansion of programs and services to analyze, communicate, and improve the patient experience. More specifically, this role will leverage skills in analytics, improvement, and stakeholder communication for the purposes of improving care. This position requires program management skills, excellent interpersonal and organizational skills, resourcefulness, professional maturity, and analytic ability. The Program Manager, Patient Experience will have a passion for ensuring a high quality, equitable experience for patients, families, and caregivers as well as clinicians and staff. The Program Manager will work closely with clinical and operational staff throughout the organization and reports to the Senior Manager of Patient Experience in the Department of Quality and Patient Safety.

Located in Boston and the surrounding communities, Dana-Farber Cancer Institute is a leader in life changing breakthroughs in cancer research and patient care. We are united in our mission of conquering cancer, HIV/AIDS and related diseases. We strive to create an inclusive, diverse, and equitable environment where we provide compassionate and comprehensive care to patients of all backgrounds, and design programs to promote public health particularly among high-risk and underserved populations. We conduct groundbreaking research that advances treatment, we educate tomorrow's physician/researchers, and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Work with Dana-Farber’s Patient Experience & Equity Team within the department of Quality & Patient Safety to manage patient experience program initiatives and improvement efforts.
• Manage logistical and administrative aspects of patient experience program, including working with the survey vendor and DFCI Information Services and Analytics teams to ensure patient surveys are sent appropriately and results are received and ingested into the DFCI data warehouse accurately and in a timely manner.
• Ensure all regulatory requirements are met for HCAHPS survey distribution and reporting.
• Work with DFCI stakeholders and survey vendor to revise and adapt patient satisfaction surveys as needed, including coordination and detailed review of survey samples and technical specifications for survey distribution.
• Optimize use of vendor platforms and DFCI platforms (including, but not limited to, SharePoint and Tableau) for communication of quantitative survey scores and qualitative patient survey comments.
• Assist in data mapping and data validation for patient experience dashboards.
• Analyze, interpret, and share quantitative and qualitative patient experience data with stakeholders to meet strategic improvement goals.
• Collaborate with external partners to share patient experience data as appropriate and promote patient experience best practices.
• Collect, organize, and summarize materials for presentations. Prepare reports for internal and external audiences. Present analyses and updates to key stakeholder groups.
• Interact frequently with clinical and administrative staff and leaders to effectively implement patient experience improvement initiatives.
• Provide project management for patient experience improvement initiatives when appropriate. Scope and document projects.
  • Identify major phases, implementation steps, success metrics, key stakeholders, timelines, resource needs, and potential obstacles for each project
  • Employ quality improvement tools and methodologies
  • Utilize project management tools and summary documents to track and communicate status of projects
  • Guide and facilitate improvement initiatives in partnership with frontline leaders
• Effectively implement cross-functional communication with project teams, including facilitating small-to-medium size meetings.
• Collaborate with patient experience vendors to ensure that we can fully leverage their offerings and help to review potential of any new vendors.
• Research and remain up to date on patient experience best practices locally and nationally.
• Collaborate with analysts to create and implement patient experience analytic plans.
• Perform all other related duties as required.

MINIMUM JOB QUALIFICATIONS:

• Bachelor's degree required; Master’s in Public Health, Business Administration, or Health Administration preferred.
• Minimum of 2 years of experience required, preferably in a highly complex, matrixed organization.
• Demonstrated program management and analytic skills required. Previous experience in patient experience preferred.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Proven project management and organizational skills with demonstrated ability to drive multiple concurrent projects to completion.
• Analytic proficiency and comfort working with large and complex data sets to draw conclusions around performance and make recommendations for improvement.
• Excellent attention to detail to ensure high-quality deliverables.
• Strong strategic thinking skills, project management experience and analytic abilities are essential to this position.
• Familiarity with Lean, Six Sigma, PDSA, Rapid Cycle Process Improvement, or other management methods preferred.
• Ability to work cooperatively and strategically in a team environment with all levels of professional, technical, and administrative staff and to integrate resources on a timely and organized basis.
• Excellent writing and communication skills. Ability to distill complex information into key takeaways and present to and interact with senior levels of management and faculty leaders. Experience in preparing executive-level presentations, reports, and visuals.
• Ability to focus on multiple projects and re-establish priorities as necessary.
• Initiative and ability to be self-directed, while thriving in a setting requiring collaboration and teamwork for maximal efficiency and effectiveness.
• Advanced Microsoft Excel and PowerPoint skills.

At Dana-Farber Cancer Institute, we work every day to create an innovative, caring, and inclusive environment where every patient, family, and staff member feels they belong.  As relentless as we are in our mission to reduce the burden of cancer for all, we are equally committed to diversifying our faculty and staff.  Cancer knows no boundaries and when it comes to hiring the most dedicated and diverse professionals, neither do we. If working in this kind of organization inspires you, we encourage you to apply.

Dana-Farber Cancer Institute is an equal opportunity employer and affirms the right of every qualified applicant to receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, national origin, sexual orientation, genetic information, disability, age, ancestry, military service, protected veteran status, or other groups as protected by law.