Program Manager of Patient Experience and Clinical Safety - Southwestern Health Resources

Program Manager of Patient Experience and Clinical Safety

Southwestern Health Resources is looking for a highly skilled Program Manager. Is that you?

Work location: Southwestern Health Resources Headquarters , Hybrid: 1601 Lyndon B. Johnson Freeway, Farmers Branch, TX 75234.

Work environment: Patient Experience and Clinical Safety

Position Summary:

The Program Manager, Patient Experience & Clinical Safety, is a highly skilled professional responsible for managing and coordinating integrated patient experience and clinical safety initiatives across our clinically integrated network. This role primarily focuses on enhancing the patient's journey while incorporating essential clinical safety elements as they interrelate with and impact patient experience and overall quality performance. The Program Manager will focus on network-wide initiatives, collaborating across the clinically integrated network and its comprehensive care settings to synergize the patient's experience and journey, and influencing success through effective relationships with various leaders and counterparts. This position requires a blend of analytical skills, clinical understanding, and exceptional interpersonal abilities to drive measurable change within the healthcare environment. This role also encompasses providing functional guidance and oversight to assigned program personnel, ensuring the effective execution of program objectives and the enhancement of the patient journey.

Work hours:

• Full-time, 40 hours per week.

• Monday - Friday, Day shift.

• This is a Hybrid position: expectation to work onsite at least once per week.

• In-person attendance required at department meetings, provider and staff trainings and/or other department authorized activities, at the above-mentioned address or other locations as directed by the department management.

Organization Highlights

At Southwestern Health Resources (SWHR), we believe healthcare can be more integrated, accessible, and affordable for all. Our purpose is simple yet powerful: to build a better way to care, together. SWHR is a patient-centered, clinically integrated network that brings together academic and community clinicians, researchers, hospitals, and ambulatory facilities. We partner with physicians to drive a new model of value-based, high-quality, data-driven healthcare—serving everyone in the communities we touch. By combining the strengths of UT Southwestern Medical Center and Texas Health Resources, we've built the largest provider network in North Texas, giving our team members the opportunity to make a meaningful impact at scale. Healthcare in the U.S. is evolving rapidly, and SWHR is committed to leading that change—moving healthcare forward, together.

What You Will Do:

• Patient Experience Program Management: Manage and coordinate assigned multi-disciplinary, cross-departmental projects focused on enhancing patient experience across the network. This includes overseeing CAHPS, post-visit patient surveys, and other patient feedback programs, analyzing patient experience data trends, and developing provider education initiatives related to patient-centered communication and service excellence.

• Patient Feedback & Insights: Design, implement, and manage patient feedback mechanisms to gather insights and identify improvement opportunities.

• Patient Communication & Engagement: Lead efforts to enhance communication clarity and empathy and support the implementation of patient engagement strategies.

• Interrelated Clinical Safety Support: Support clinical safety initiatives that directly impact patient experience and quality outcomes, including assisting in the review of safety events, identifying contributing factors, and supporting the development and implementation of corrective actions.

• Documentation & Workflow Improvement: Collaborate with appropriate teams to identify and address clinical documentation gaps in the EHR (Electronic Health Record) that impact care quality, patient safety, and care gap closure, and support the implementation of EHR solutions aimed at improving patient care.

• Quality Improvement Project Execution: Execute and manage patient experience and related clinical safety improvement projects utilizing established quality improvement methodologies (e.g., Model for Improvement, Lean, Six Sigma, PDSA cycles), driving measurable improvements in outcomes.

• Data Analysis, Reporting & Benchmarking Support: Collaborate with analytics partners to establish, monitor, and report on key performance indicators (KPIs) for patient experience and relevant clinical safety metrics. Utilize benchmarking data to identify opportunities for improvement and prepare and present findings to leadership. This includes the ability to translate data confidently, defend its validity, and recommend actionable next steps.

• Value-Based Care Performance Insights: Provide subject matter expertise and insights to help inform discussions related to how patient experience impacts value-based care contract performance. Contribute to the development of ROI models for patient experience programs and educate internal and external stakeholders on the financial and quality impacts of experience performance.

• Network Synergy & Collaboration: Collaborate with leaders and counterparts across the network to synergize the patient experience and journey, motivating and influencing positive changes in diverse care settings.

• Program Personnel Guidance : Provide functional guidance, mentorship, and support to individuals assigned to support program initiatives, fostering their professional development and ensuring alignment with program goals.

• Work Coordination: Coordinate and oversee tasks for assigned program personnel, ensuring timely completion and adherence to program standards and objectives.

• Collaborative Support : Collaborate with contributing staff to address challenges, share best practices, and facilitate their growth in support of overall program success.

Education
Bachelor's Degree Healthcare Administration, Public Health, Nursing, or a related clinical or administrative field Required Or
Master's Degree Related field Preferred

Experience
5 Years Experience in healthcare delivery, with a strong focus on patient experience program management and/or quality improvement, including exposure to clinical safety principles. Required

Licenses and Certifications
Other CPXP - Certified Professional in Patient Experience Upon Hire Preferred And
CPPS - Certified Professional in Patient Safety Upon Hire Preferred
PMP - Project Management Professional Certification Upon Hire Preferred
SSLP - Six Sigma Lean Professional Upon Hire Preferred
SSGBC - Six Sigma Green Belt Certification Upon Hire Preferred

Skills

• Strong communication skills (verbal and written) needed to interact professionally and effectively in the work environment, including the ability to navigate difficult conversations successfully.
• Demonstrated self-awareness, accountability, and resilience, with the ability to calmly navigate challenging situations and take initiative to move forward.
• Strong analytical and problem-solving skills, with the ability to interpret data and identify trends related to patient experience and its impact on quality.
• Demonstrated ability and skills with project coordination and quality improvement tools, such as Microsoft Excel, or SharePoint.
• Excellent organizational and time management skills, with the ability to adapt to changing priorities, manage numerous diverse projects simultaneously, and meet deadlines.
• Familiarity with quality improvement methodologies, such as Lean or PDSA.
  Supervision
  This position manages people
  ADA Requirements
  Working Indoors 67% or more
  Physical Demands
  Sedentary