Project Manager II, Patient Experience

Site: The General Hospital Corporation

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary

The project manager supports the enhancement and improvement of overall patient experience for MGB. Under the direction of the Director of Patient Experience, the project manager will support the identification of opportunities to inform overall strategic goal setting. The project manager supports the development and implementation of improvement initiatives which align with MGB’s patient experience strategy and goals. The project manager will work closely with the Director of Patient Experience in supporting site and local leadership to assure alignment of patient experience strategy and goals

Principle Duties and Responsibilities

• Identifying trends, patterns, and improvement opportunities through review of patient feedback data.
• Facilitates identification of improvement opportunities or other performance related key takeaways for floors/clinics in patient experience. Work with Director in messaging to leadership.
• Execute, document, and share site and floor observations to gain insight of best practices and drivers of patient experience results.
• Supports local site meetings to support the guidance and / or implementation of interventions.
• Tracks effectiveness of interventions by consistently reviewing patient experience outcome data and feedback.
• Maintain and deliver training programs for staff on best practices for patient interaction and service recovery.
• Maintain, and implement service excellence / recognition programming.
• Help build and maintain patient experience guideline repository including best practices, interventions and trainings focused on improvement, will require review of evidence based and industry standard research.
• Supports special projects relating to enterprise patient experience initiatives.
• Interfaces with patient experience measurement team to gather required data supporting rigorous improvement cycles.
• Plans, execute, and delivers projects and deliverables on time, ensuring alignment with organizational goals, stakeholder expectations.
• Create regular communication materials for key constituencies; prepares reports for department leaders and stakeholders.
• Make presentations related to projects at the department or hospital level for informational awareness and to support PE goals.
• Supports ongoing maintenance of patient experience websites, social media and intranet sites with storytelling, statistics and other information.
• Support HRO rounds as needed
• Other duties as assigned
  
  

Qualifications

Education

• Bachelor's Degree Related Field of Study or equivalent years of experience required and Master's Degree Related Field of Study preferred
  
  

Experience

• 5 - 7 years of project management experience required
• Team leadership experience 0-1 year required
  
  

Knowledge, Skills And Abilities

• Excellent project management skills, including the ability to plan, organize, and execute projects effectively.
• Ability to collaborate effectively with healthcare professionals across multiple disciplines and experiences.
• Excellent communication skills, both written and verbal, with the ability to communicate complex technical concepts to non-technical stakeholders.
• Proficiency in project management software.
• Excellent analytical and problem-solving abilities.
• Ability to adapt to a fast-paced environment and manage multiple projects simultaneously.
  
  

Additional Job Details (if Applicable)

Remote Type

Hybrid

Work Location

399 Revolution Drive

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$79,560.00 - $115,720.80/Annual

Grade

7

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

EEO Statement

1200 The General Hospital Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.