Communication Resolution Program Manager

$20,800 - $20,800/Yr

Indiana University - Indianapolis, IN

Part-time,Full-time - Mid Level

Indianapolis, IN

5,001-10,000 employees

Ambulatory Health Care Services

About the position

IU Health is looking for team members who are passionate about challenging and significant work for the good of every patient. We are searching for individuals who are compassionate, serve with a purpose, are dedicated to supporting their team, and who seek excellence every day. The Communication Resolution Program (CRP) is IU Health's formal program for addressing organization response after a deviation in generally accepted care standards results in serious patient harm. Tenants of the CRP include transparent and prompt communication, support for all involved parties, proactive resolution, and collaboration across stakeholders. The CRP Program Manager leads and directs the high-priority, complex portfolios of the CRP for IU Health. This role involves communicating status updates and delivery expectations to teams and stakeholders, managing the CRP according to the methodology, timeline, and budget of the organization, and owning quality assurance and oversight of resources assigned to program objectives. The Program Manager ensures that the program is delivered within committed scope and budget, works with business groups to build trust and credibility, and helps them understand any program challenges. This position includes timely and compassionate communication with patients and/or their families, collaboration with Risk Management, IU Health Risk Retention Group, providers, leadership, and Quality partners. The Program Manager also leads team discussions regarding patient/family communication after RCA completion and helps determine countermeasure information to disclose. This is a hybrid role that will be supporting the Eastern Central Region to begin, then will expand. The role requires a commitment to IU Health's mission, vision, and values, and involves demonstrating leadership, project management, business acumen, analysis, communication, and execution skills. The Program Manager will also be responsible for planning and leading complex initiatives and multiple projects consistent with IU Health growth initiatives, providing data tracking and analytics for executive leadership reporting, and collaborating with management and peers to identify and lead improvement initiatives.

Responsibilities

• Demonstrates a commitment to IU Health's mission, vision, and values by exhibiting behaviors and delivering results that align with the strategic direction of the organization.
• Takes the initiative to proactively resolve issues, address concerns, identify potential risks, and improve overall processes and outcomes.
• Develops solutions with sound methodologies, guidelines, and best practices; makes decisions and solves problems within project plan parameters.
• Exhibits a basic understanding of the organization and how it is structured, the dynamics of the health systems industry at large, and the overall competitive landscape.
• Thoroughly analyzes problems and opportunities, and their impact on the business, integrating information from a variety of sources to arrive at optimal solutions.
• Shares thoughts and information in a clear, concise and professional manner, demonstrating active listening and seeking further information to ensure clarity and understanding.
• Addresses problems directly and implements objectives effectively, producing on time, high-quality work deliverables.

Requirements

• Bachelor's Degree is required.
• Requires 5-7 years of relevant and complex project management experience.
• Program management experience is preferred.
• Healthcare industry experience is a plus.
• Requires experience working in a complex, matrix environment.
• PMP or CPHRM certification preferred.
• Formal project management training or equivalent of five years' experience in managing senior level complex organizational projects across service lines.
• Experience leading, facilitating, and participating in multi-disciplinary teams required.

Nice-to-haves

• Education, understanding of and/or experience in one or more of the following are desirable: information technology, performance improvement, outcome analysis, safety science utilization management, team facilitation education (patient/staff).

Benefits

• Competitive pay
• Development opportunities
• Tuition reimbursement
• Matching 401k
• Paid medical leave
• Health, dental and vision insurance