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Project Manager Service Excellence FT/40HRS

Company: Christus Health
Location: Santa Fe
Posted on: October 13, 2019

Job Description:

Under the direction of the Director of Service excellence and the Chief Executive Officer the Project Manager determines user demands, establishes work priorities, and plans; directs and monitors project work related to Service Excellence and administration projects.

Supports Service Excellence related business planning requirements including, but not limited to budgeting, scheduling, establishing metrics, defining goals, and workload planning.

Maintains project issues and reports to Service Excellence leaders and appropriate senior executives on progress of critical path items. Reports project status and accomplishments. Relies on experience and judgment to plan and accomplish goals.

The Project Manager will gather and evaluate information concerning patient experience and associate engagement needs for CHRISTUS St. Vincent administration, estimate and schedule project/service team activities, coordinate and participate in analysis of resources and time needed to implement new practices, ensure that all stakeholders are involved appropriately, ensure training and preparation for practice changes are complete, goal alignment and metrics for success are defined and coordinate implementation of changes or establishment of new teams.


EDUCATION: High school degree required. Bachelor of Science degree preferred in an area of Public Relations, Human Services, Human Resources, Marketing or related field. The degree may be substituted on a year-for-year basis with at least 4 years of experience or education in which patient experience or project management was a key component in discharge of job duties. .

CERTIFICATION/LICENSES: PMP, CPHQ, or CPXP certification preferred.


Experience with current project management principles, methods, procedures, practices, tools and techniques, including:

Project chartering, planning, organization and scheduling
Allocation and management of resources
Project budgeting and reporting
GANTT charts
Flowcharts, decision trees, data flow diagrams, and related analysis tools and techniques.

Considerable knowledge of and experience with patient experience and performance improvement tactics, including:

Meeting agendas, action item tracking Evidence Based Leadership tactics
Setting process, outcome, and balancing metrics for projects
Behavioral Coaching methodology
Creating Score Cards, PARETO, Run Charts, and Control Charts for performance reports
Associate Engagement and Customer Experience Survey design
Proven skills in leading teams and work groups including:
Process review and analysis
Recommendations for best practice

Proven ability to communicate effectively with users and staff who have a variety of levels of knowledge, skills and responsibilities:

Assist personnel in the operation of related software applications programs
Prepare documentation, charts, graphs, project plans, training materials and other written communications.
Excellent written and verbal communication skills.

Professional work habits and demeanor, including:

Ability to work independently or with limited supervision
Ability to work well with people from different disciplines who may have varying degrees of technical expertise.
Ability to work in a team environment and to contribute to the effective functioning of that team.


Minimum Qualifications:

Experience is only required as stated as substitute for degree noted in "Education" section above. Additional experience in training, public speaking, and public relations is preferred but not required.


-Responsible to: Director, Service Excellence


-Bloodborne pathogen - B

Occasional exposure in daily duties. Little expected risk, but may be exposed unexpectedly

to potentially infectious materials. Exposure may be superficial and limited to a small amount

of fluid.

PHYSICAL REQUIREMENTS:Subject to stressful situations. Must be flexible in work schedule. Extended use of video display terminal and keyboard utilizing sound ergonomic principles. Be able to lift or push 50 lbs of weight.

Keywords: Christus Health, Santa Fe , Project Manager Service Excellence FT/40HRS, Executive , Santa Fe, New Mexico

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