Program Manager of Patient Excellence

Job Detail

• Job Title:

  Program Manager of Patient Excellence

• Department:

  60180-Office of Patient Experience

• Location:

  Farmington

• FTE%:

  1

• Shift

• Search #:

  2025-1214

• Closing Date:

  04/10/2025

• Recruiter:

  McNamara, Elizabeth

Additional Links:

• This position is Benefit eligible; click here for an overview of available benefits.
• This position is covered by the standard operating procedures outlined in the Managerial Handbook; click here to review the current handbook

UConn Health is searching for a Program Manager of Patient Excellence (job classification of Nurse Manager) to join our patient-focused care team. Gain experience in a world-class facility with the highest level of technology, designed specifically with patient safety and experience in mind.

The Program Manager of Patient Excellence will lead in the promotion to develop, implement, and assist with fostering our values of respect, communication, teamwork, compassion, empathy and kindness. As part of the Office of Patient Experience, our Program Manager will have oversight of Volunteer Services, Guest Services and Performance Excellence and Improvement. Role responsibilities are guided by UConn Health strategic planning and current best practices. This full-time position works in UConn Health Center and is in Farmington, CT.

SCHEDULE: 40 hours per week, Monday through Friday

EXAMPLES OF DUTIES :

• Oversees, coordinates and develop service excellence programs and care experience improvement initiatives

• Collaborates, educates and consults with leadership at all levels

• Conducts CAHPS database analysis and management

• Oversees patient engagement survey and associated action plans

• Develops and implements performance improvement initiatives and interprets outcome data

• Provides leadership in the development, implementation, and evaluation care experience metric outcomes

• Partners with leadership in strategic planning and resource allocation

• Administers personnel actions: recruits, coaches, counsels, conducts performance evaluations, develops staff

• Establishes and maintains interprofessional communication as applicable

• Prepares and participates in budgetary recommendations, monitors costs and expenditures, authorizes expenditures as appropriate in a fiscally responsible manner

• Maintains professional knowledge by attending educational workshops, reviewing professional publications, and participating in professional societies

• Performs other related duties as assigned

MINIMUM QUALIFICATIONS (Knowledge, Skills & Ability):

• Considerable knowledge of principles and practices of patient experience and healthcare leadership

• Knowledge of and ability to apply leadership principles and techniques

• Considerable knowledge of requirements by federal, state or regulatory bodies; knowledge of all relevant policies and procedures

• Knowledge of financial management

• Excellent interpersonal skills

• Excellent oral and written communication skills

• Supervisory skills

• Ability to develop and implement performance improvement initiatives and to interpret outcome data

• Skill in planning, developing, implementing, and evaluating educational programs

EXPEREINCE AND TRAINING

MINIMUM REQUIREMENTS

• Bachelor's degree in Nursing and a minimum of eight (8) years of nursing experience in an acute care setting

• Must possess and maintain during employment a license in the State of Connecticut as a Registered Nurse

PREFERRED QUALIFICATIONS:

• Master's degree preferred in healthcare or business-related field

• Experience developing, implementing, and evaluating new programs/processes

• Prior project management or management experience

• Incumbent to hold a Certified Patient Experience Professional (CPXP) or willing to obtain first year of hire

SALARY: TBD

WHY UCONN HEALTH

UConn Health is a vibrant, integrated academic medical center that is entering an era of unprecedented growth in all three areas of its mission: academics, research, and clinical care. A commitment to human health and well-being has been of utmost importance to UConn Health since the founding of the University of Connecticut schools of Medicine and Dental Medicine in 1961. Based on a strong foundation of groundbreaking research, first-rate education, and quality clinical care, we have expanded our medical missions over the decades. In just over 50 years, UConn Health has evolved to encompass more research endeavors, to provide more ways to access our superior care, and to innovate both practical medicine and our methods of educating the practitioners of tomorrow