Associate Program Manager - Patient Experience & Service
JOB SUMMARY: Assists in planning, coordinating and executing programs with some guidance.
Database Management / Quality Management
Identify areas across VUMC that should/should not be surveyed
Submit request forms to survey vendor to add/remove areas to survey process
Monitor files submitted for survey process
Combine multiple databases to gain a better understanding of the surveyed areas
Assist with training users on the patient experience portal
Manage and update training materials
Coordinate training sessions
Create user accounts
Assist with simple data requests
Review patient comments for provider transparency program and share flagged comments with other departments
Review patient comments for recognition and share with department leaders
Assist with the creation of presentations
Review communication materials for consistency and proof for errors
Answer phone and respond to department email account, order supplies, manage incoming mail, coordinate meetings, update website, submit help desk tickets
Support the department and institution to achieve pillar goals through assignments as needed.
ABOUT THE DEPARTMENT:
We seek to continually improve the quality of care and the experience provided to all our patients and their families. We accomplish this by regularly monitoring our performance through patient experience surveys. The Patient Experience team coordinates with the survey vendor to ensure departments and providers are included in the survey process. The department provides guidance to VUMC leaders in accessing, understanding, and improving scores, and helps to uncover trends and prioritize improvement efforts.
Bachelor's degree and 1 year of relevant work experience.
- Excellent written and verbal communication skills - Proficient with Microsoft Office Suite
- Project management skills for multiple, ongoing projects
- Experience with VUMC systems (eProcurement, Concur, etc.)
Internal Number: 2000563
About Vanderbilt Health
Vanderbilt University Medical Center is home to Vanderbilt University Hospital, The Monroe Carell Jr. Children’s Hospital at Vanderbilt, the Vanderbilt Psychiatric Hospital and the Vanderbilt Stallworth Rehabilitation Hospital. These hospitals experienced more than 61,000 inpatient admissions during fiscal year 2015. Vanderbilt’s adult and pediatric clinics treated nearly 2 million patients during this same period.Vanderbilt University Hospital and the Monroe Carell Jr. Children’s Hospital at Vanderbilt are recognized again this year by U.S. News & World Report’s Best Hospitals as among the nation’s best with 18 nationally ranked specialties. Vanderbilt University Medical Center is world renowned because of the innovation, work ethic and collegiality of its employees. From our health care advances to our compassionate care, Vanderbilt owes its accomplishments and reputation to staff and faculty who bring skill and drive and innovation to the medical center day after day. World-leading academic departments and comprehensive centers of excellence pursue scientific discoveries and transformational educational and clinical advances across the entire spectrum of health and disease.As th...e largest employer in middle Tennessee, we welcome those who are interested in ongoing development in a caring, culturally sensitive and professional atmosphere. Most of us spend so much of our lives at work, we want to be part of maintaining a workplace in which people support one another and encourage reaching for excellence. Many high-achieving employees stay at Vanderbilt because of the professional growth they experience and because of their appreciation of Vanderbilt’s benefits, public events and discussions, athletic opportunities, beautiful setting and, above all, sense of community and purpose.Vanderbilt and its employees share a set of mutual expectations that have been created with productivity, legality, fairness and safety always in mind. We believe that our investment in training and compensating employees multiplies in value when we enable individuals to deliver their best performance for the benefit of us all.