At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient-first approach is what sets us apart as a leader in the healthcare industry. As an integral part of our team, you'll have the opportunity to join our quest for better healthcare, no matter where you work within the Northwestern Medicine system.

At Northwestern Medicine, we pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, we take care of our employees. Ready to join our quest for better?

The Manager, Engagement reflects the mission, vision, and values of NM, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

Reporting to the Director of Patient Engagement, the Manager is responsible for recruiting, interviewing, hiring, training, reviewing, promoting, and disciplining engagement team, including coaches, ensuring they understand NMHC’s vision, Patient’s First philosophy and their individual efforts towards the achievement of this vision.

Fiscal responsibilities include developing the annual operating budget, monitoring and controlling budget expenditures including overtime, temporary support, and operating expenses to avoid negative variances, remediates overages as required to within annual fiscal budget. In addition to coaching activities and fiscal stewardship, the Manager is responsible for managing patient, employee and physician engagement programs and efforts throughout the organization.

Responsibilities: 

• Works closely with key directors, managers and physicians to design, test, and implement engagement initiatives and projects.
• Partners with key departments to execute initiatives and implement programs such as service training, reward and recognition programs, service recover, point of care surveying, and others.
• Complete plans and recommendations, under sponsorship of a vice president and oversight by a Director of Patient Engagement.
• Highly responsive and effective in working with operational managers and physicians, defining projects effectively, and meeting client and organizational strategic objectives simultaneously.
• Through relationship development throughout the NM community, identifies and secures interdepartmental support and other resources necessary for successful origination and implementation of patient engagement initiatives.
• Works closely with operational staff and managers to assure successful transition to implementation of approved initiatives.
• Responsible for meeting goals in a timely and cost-effective manner.
• Held accountable through performance goals, incentive plans, and other monitoring systems.
• Demonstrates expert knowledge in available data sources and analytic capabilities.
• Identifies opportunities to streamline and continuously improve analytic and patient engagement processes.
• Institutes quality assurance procedures to ensure validity of internal, competitor, and market data.
• Creates an environment of partnership, collaboration, seamless quality, and service enhancement across teams, departments, and divisions of the organization.
• Supports ongoing learning and skill development for self and team members.
• Encourages those who identify problems, potential solutions, and opportunities for improvement.
• Supports and empowers team members in piloting new ideas and solutions.
• Ensures the smooth day today operation of the department, leveraging systems and staff positions towards the achievement of daily, weekly, monthly performance targets.
• Completes other duties as assigned.

AA/EOE.

Required:

• Bachelors degree.
• 5 or more years of Patient Engagement experience.
• Demonstrated management competency & experience.
• Experience working within a clinical environment.
• Experience managing professional teams.
• Strong leadership, organization, planning and time management skills required.
• Excellent analytical skills.
• Proficiency with database, presentation, and spreadsheet applications.
• Thoughtful and practical approach to problem-solving.
• Well-developed oral and written communication skills.
• Self-directed and comfortable with ambiguity.
• Demonstrated leadership ability.

Preferred:

• Masters degree.
• Experience in hospital, academic medical center, physician group, and/or healthcare provider consulting setting is preferred.
• Experience working closely with physicians in a provider setting is highly desired.
• Engagement coaching experience is highly desired.

Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.