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Project Manager II, Patient Experience

Massachusetts General Hospital
United States, Massachusetts, Somerville
399 Revolution Drive (Show on map)
Mar 21, 2026
The project manager supports the enhancement and improvement of overall patient experience for MGB. Under the direction of the Director of Patient Experience, the project manager will support the identification of opportunities to inform overall strategic goal setting. The project manager supports the development and implementation of improvement initiatives which align with MGB's patient experience strategy and goals. The project manager will work closely with the Director of Patient Experience in supporting site and local leadership to assure alignment of patient experience strategy and goals Principle Duties and Responsibilities Identifying trends, patterns, and improvement opportunities through review of patient feedback data. Facilitates identification of improvement opportunities or other performance related key takeaways for floors/clinics in patient experience. Work with Director in messaging to leadership. Execute, document, and share site and floor observations to gain insight of best practices and drivers of patient experience results. Supports local site meetings to support the guidance and / or implementation of interventions. Tracks effectiveness of interventions by consistently reviewing patient experience outcome data and feedback. Maintain and deliver training programs for staff on best practices for patient interaction and service recovery. Maintain, and implement service excellence / recognition programming. Help build and maintain patient experience guideline repository including best practices, interventions and trainings focused on improvement, will require review of evidence based and industry standard research. Supports special projects relating to enterprise patient experience initiatives. Interfaces with patient experience measurement team to gather required data supporting rigorous improvement cycles. Plans, execute, and delivers projects and deliverables on time, ensuring alignment with organizational goals, stakeholder expectations. Create regular communication materials for key constituencies; prepares reports for department leaders and stakeholders. Make presentations related to projects at the department or hospital level for informational awareness and to support PE goals. Supports ongoing maintenance of patient experience websites, social media and intranet sites with storytelling, statistics and other information. Support HRO rounds as needed Other duties as assigned Education Bachelor's Degree Related Field of Study or equivalent years of experience required and Master's Degree Related Field of Study preferred Experience 5 - 7 years of project management experience required Team leadership experience 0-1 year required Knowledge, Skills and Abilities Excellent project management skills, including the ability to plan, organize, and execute projects effectively. Ability to collaborate effectively with healthcare professionals across multiple disciplines and experiences. Excellent communication skills, both written and verbal, with the ability to communicate complex technical concepts to non-technical stakeholders. Proficiency in project management software. Excellent analytical and problem-solving abilities. Ability to adapt to a fast-paced environment and manage multiple projects simultaneously. The General Hospital Corporation is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.