Position Summary:
We have an exciting opportunity to join our team as a Program Manager, Clinical Quality + Effectiveness.

In this role, the successful candidate The Program Manager, Patient & Family Engagement (PFE) provides project management, operational support, and process improvement expertise for system-wide initiatives that integrate the patient and family voice into clinical operations across all hospitals. Working in close partnership with the System Medical Director and Senior Nursing Director for PFE and in collaboration with quality, nursing, analytics, operations, patient relations, and hospital leadership, this role will lead the planning, implementation, tracking, and sustainability of strategic, cross-functional initiatives that advance patient-centered care, communication, and engagement.
This position is responsible for managing complex projects and facilitating interdisciplinary workstreams that support the system patient and family engagement strategy, improve alignment with internal quality goals, and contribute to performance on externally reported patient experience measures. The role is project-based and implementation-focused and does not serve as the primary operational owner of all patient experience functions or as the supervisor of patient experience staff.

Job Responsibilities:

• Lead and facilitate system-wide patient and family engagement projects from project identification through implementation, evaluation, and sustainability using structured project management and process improvement methods
• Develop and maintain project charters, workplans, timelines, milestones, and governance structures for strategic patient and family engagement initiatives
• Coordinate interdisciplinary teams across hospitals, service lines, and support departments to drive project execution and accountability
• Track deliverables, dependencies, risks, barriers, and mitigation plans to ensure timely progress and successful implementation
• Facilitate project team meetings to support decision-making, clarify responsibilities, document progress, and advance tactical next steps
• Support implementation of the system patient and family engagement strategic plan in alignment with the Quality and Safety Performance Improvement Program and other institutional priorities
• Partner with the System Medical Director and Senior Nursing Director for PFE and other leaders to operationalize initiatives related to patient-centered care, communication, family partnership, and clinical engagement
• Support standardization and spread of high-impact engagement practices across sites while allowing for local operational adaptation
• In collaboration with the analytics teams and operational stakeholders, help develop and maintain process and outcome measures to evaluate the effectiveness of patient and family engagement initiatives
• Build, maintain, and interpret dashboards, reports, and presentations to track progress, identify trends, and support leadership decision-making
• Support system efforts to improve externally reported patient experience and engagement measures, including HCAHPS and other regulatory or benchmarked metrics
• Perform qualitative and quantitative analyses, including stakeholder interviews, workflow observations, and review of relevant operational or regulatory considerations, to inform project planning and implementation
• Collaborate with hospital leadership, nursing, patient relations, safety, risk management, operations, quality, and other stakeholders to support execution of engagement-related priorities across the health system
• Build effective working relationships with clinical, operational, and administrative leaders as well as patient and family advisors
• Support the work of system committees and advisory structures related to patient and family engagement, including preparation of materials, project follow-up, and implementation tracking tied to committee priorities
• Apply process improvement, quality improvement, and change management tools to strengthen workflows, communication practices, and care delivery processes related to patient and family engagement
• Identify operational gaps, implementation barriers, and opportunities for improvement, and recommend scalable, evidence-informed solutions.
• Support dissemination of best practices, tools, and lessons learned across the health system to promote consistency and improvement in patient-centered care
• Support initiatives that align patient and family engagement work with CMS, state, and accrediting body expectations related to patient-centered care
• Assist in reviewing themes from grievances, occurrence reports, and related feedback channels in collaboration with appropriate teams to identify opportunities for organizational improvement
• Prepare executive-ready summaries, recommendations, and project updates for leadership review.

Minimum Qualifications:
To qualify you must have a Bachelors degree in healthcare administration, business administration, public health, nursing, or a related field required; masters degree preferred
Minimum of 3-5 years of progressive experience in project management, healthcare operations, quality improvement, patient experience, or a related strategic or operational role in a complex healthcare environment
Experience managing interdisciplinary projects involving multiple stakeholders and competing priorities
Knowledge of project management, process improvement, and change management tools, methods, and best practices
Experience collecting, analyzing, modeling, and presenting data to support operational or strategic decision-making
Strong written and verbal communication skills applicable to a wide range of audiences, including clinical, operational, and executive stakeholders
Proficiency in Microsoft Office applications including Word, Excel, and PowerPoint; experience with visualization and reporting tools preferred

Preferred Qualifications:
Masters degree in healthcare administration, public health, business administration, or related field
Experience supporting patient and family engagement, patient experience, quality, safety, or health equity initiatives in a hospital or academic medical center.
Familiarity with HCAHPS and other patient experience or regulatory performance measures
Experience applying Lean, Six Sigma, or other structured improvement methodologies
Experience working with interdisciplinary governance groups, advisory committees, or enterprise-wide implementation efforts.

Qualified candidates must be able to effectively communicate with all levels of the organization.

At NYU Langone Health, we are committed to supporting our workforce and their loved ones with a comprehensive benefits and wellness package. Our offerings provide a robust support system for any stage of life, whether it's developing your career, starting a family, or saving for retirement. The support employees receive goes beyond a standard benefit offering, where employees have access to financial security benefits, a generous time-off program and employee resources groups for peer support. Additionally, all employees have access to our holistic employee wellness program, which focuses on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care. The benefits and wellness package is designed to allow you to focus on what truly matters. Join us and experience the extensive resources and services designed to enhance your overall quality of life for you and your family.

NYU Langone Health provides a salary range to comply with the New York state Law on Salary Transparency in Job Advertisements. The salary range for the role is $86,000 - $110,000 Annually. Actual salaries depend on a variety of factors, including experience, specialty, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.

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