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Program Manager - Customer Experience

Job ID: 30215
Location: Morrisville, NC
Facility/Division: Shared Services
Status: Full Time
Shift: Day Job

Did you know UNC Health has Ranked #2 Most Trusted Healthcare Brand in the U.S.? The UNC Health brand was ranked as the #4 healthcare brand in the United States overall and the #2 most trusted healthcare brand, just after Johns Hopkins and before Mass General. Join our One-Great-Team!

Job Description

Description

Become part of an inclusive organization with over 40,000 diverse employees, whose mission is to improve the health and well-being of the unique communities we serve.

This position is remote/hybrid.

Summary:
UNC Health is built on our Carolina Care philosophy and empathy for our patients, we also strive to ensure that obtaining access to and navigating our health system should be consistent, easy, intuitive and timely. Join us achieving this goal. The Customer Experience Program Manager plays a key role in managing and leading UNC Health Customer Experience strategy and initiative implementation. At UNC Health, our mission is to improve the health and well-being of North Carolinians and others whom we serve. As the Customer Experience Program Manager, you will be playing a pivotal role in supporting this mission through the development of strategy and analysis and management of multiple projects and customer experience performance to place UNC Health on a trajectory to be industry leader in Customer Experience. In addition, the individual will be leading teams focused on accomplishing system level initiatives and achieving desired outcomes, working collaboratively across the system hospitals, physician groups and shared services executives, administrators, physicians and, care teams. 

Responsibilities:

1. Analysis Analyzes and resolves complex issues to maximize efficiency. Ensures all proper internal controls are in place to safeguard assets of the system and satisfies internal and external regulatory requirements. Develops and monitors operating and capital budget. 

2. Communication and Relationships Works with peers to identify and analyze opportunities for improvement. Implements processes to identify, implement and ensure standardization decisions occur with minimal disruption to patient care or administrative activities and creating solutions. 

3. Financial and Business Planning Provides analytical and strategy support for the assigned program. Performs analytics, provides business insight into implications of findings, develops business plans, and recommends opportunities for improvement. 

4. Program Administration Plan, coordinate and administer activities of assigned program to include developing, implementing, and administering related procedures, processes, services and systems. 

5. Strategic Planning Interface with all UNC Health Care entities and effectively communicate strategies, successfully elicit support and provide assistance implementing those strategies. 

Other Information

Other information:
Education Requirements:
● Bachelor’s degree in Accounting, Business Administration, Finance, Health Administration or related field.
Licensure/Certification Requirements:
● No licensure or certification required.
Professional Experience Requirements:
● Five (5) years of program/project management experience required.
Knowledge/Skills/and Abilities Requirements:


Job Details

Legal Employer: NCHEALTH

Entity: Shared Services

Organization Unit: Ntwrk Dvlp and Cust Experience 

Work Type: Full Time

Standard Hours Per Week: 40.00

Work Schedule: Day Job

Location of Job: US:NC:Morrisville

Exempt From Overtime: Exempt: Yes


This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Health Care System, in a department that provides shared services to operations across UNC Health Care; except that, if you are currently a UNCHCS State employee already working in a designated shared services department, you may remain a UNCHCS State employee if selected for this job.

This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Health Care System, in a department that provides shared services to operations across UNC Health Care. This is not a State employed position.
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Diversity Statement

The UNC Health System and the UNC School of Medicine are committed to valuing all people throughout our organization, regardless of background, lifestyle, and culture. A diverse and inclusive work environment for staff and culturally appropriate care for our patients, are essential to fulfilling our UNC Health vision of improving the health of all North Carolinians.

Equal Employment Opportunity

UNC Health is an equal opportunity employer. As such, UNC Health offers equal employment opportunities to applicants and employees without regard to race, color, religion, sex, national origin, age, genetic information, disability, sexual orientation, gender identity or political affiliation.

To verify employment eligibility, UNC Health is committed to Form I-9 and the E-Verify process. Learn further E-Verify details in English or Spanish.

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