Communication Resolution Program Manager

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.
Description: 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. Communicates status updates and delivery expectations to teams and stakeholders. Manages the CRP according to the methodology, timeline, and budget of the organization. Owns quality assurance and oversight of resources assigned to program objectives. Ensures that program is delivered within committed scope and budget. Work with business groups to build trust and credibility, understand their concerns, and help them understand any program challenges. Directs development of organizational policies and procedures to guide and support the program. Develops and maintains a reliable case tracking system and method for metric reporting. 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. Leads team discussions regarding patient/family communication after RCA completion and helps determine countermeasure information to disclose. Participates in coaching and support for providers engaged in disclosure conversation and maintains knowledge of IUH support resources for teams and patients. Enhances the understanding of program through interactions with physicians, administrative staff, clinical staff, and other members of the healthcare team. Presents program progress reports/findings on a regular basis to appropriate constituencies within the system.
This is a hybrid role that will be supporting the Eastern Central Region to begin, then will expand.
Responsibilities
Connect to Promise - 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. Ensure IU Health is working toward its vision of improving the health of all Hoosiers by providing the best care for each person as we practice our values of purpose, excellence, compassion, and team.
Leadership - Takes the initiative to proactively resolve issues, address concerns, identify potential risks, and improve overall processes and outcomes. Seeks new ways to improve individual and team efforts for overall success, while promoting collaboration and teamwork.
Project Management - Develops solutions with sound methodologies, guidelines, and best practices; makes decisions and solve problems within project plan parameters; recognizes patterns, time sequences, events, or underlying issues in complex relationships; chooses the best alternative based on consideration of pros, cons, tradeoffs, timing, and available resources.
Business Acumen - 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. Has foundational knowledge of business functions and operations of the department.
Analysis - Thoroughly analyzes problems and opportunities, and their impact on the business. Takes into account all fact-based and stakeholder information in order to evaluate alternatives and make judgment-rich decisions. Probes symptoms to determine the underlying causes of problems and then integrates information from a variety of sources to arrive at optimal solutions.
Communication - Shares thoughts and information in a clear, concise and professional manner, in both oral and written communication formats. Demonstrates active listening and seeks further information to ensure clarity and understanding. Promptly responds to requests for information and works to proactively think through next steps and anticipate potential issues, requests, or business needs. Openly shares knowledge and expertise.
Execution - Addresses problems directly and implements objectives effectively. Produces on time, high-quality work deliverables. Able to apply project management principles and ensure standard work is in place and reflects leading best practices.
Preferred qualifications:
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.
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).
Plans and leads complex initiatives and multiple projects consistent with IU Health growth initiatives. Determines, maintains, communicates, and manages project organization, prioritization, and strategic and tactical plans. Provides data tracking and analytics for input into executive leadership reporting and decision making. Assists in the development of strategic plans for the system and leads the development of sustainable, documented processes to support the business. Executes on initiatives based on sound data and leads performance improvement initiatives. Develops, monitors, and reports on operational performance, trending analysis and market comparisons, and special projects related to growth and financial performance. Collaborates with management and peers, and works cross functionally across the system to continually identify and lead improvement initiatives.
As part of an award-winning hospital system, our part-time and full-time team members have access to a comprehensive benefits package, which includes, Competitive pay, Development opportunities, Tuition reimbursement, Matching 401k, Paid medical leave, and health, dental and vision insurance.
• 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.