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Summary

Job Description

POSITION SUMMARY:

The Design and Strategy Manager is the thought Leader in the Center for Health Care Innovation and within PM LGH for design thinking and human centered design. Responsibilities include leading and designing Center projects of varying complexity and visibility through the innovation process of contextual research, problem definition, prototype development, and rapid validation. This position requires a high degree of sophistication, resourcefulness, creativity, and the ability to disseminate principles of innovation across Penn Medicine. The Design and Strategy Manager consistently employs best practices of design-thinking methodology to lead projects through contextual inquiry, problem definition, rapid experiments and prototyping.

HOURS: Day shift position in a hybrid office environment at 100 N Queen St in Lancaster Pennsylvania.

ESSENTIAL FUNCTIONS: Qualified individuals must have the ability (with or without reasonable accommodation) to perform the following duties:

• Develop stakeholder engagement strategy and supports staff in effectively communicating project goals and progress.

• Organize work and communication strategies to ensure project success and the experience of project partners.

• Build design thinking skills and innovation capacity across the health system.

• Lead and conduct contextual inquiry, observing stakeholders and workflows across the health system to learn more about underlying problems and potential solutions.

• Facilitate development and evolution of prototypes with end users and pilot implementation across the health system.

• Mentor and support the professional development of other CHCI staff.

• Effectively negotiate with health system leadership to define project success and garner resources to support interventions at scale.

• Develop and lead initiatives and platforms to improve the way we work and accelerate innovation across the health system.

• Work with CHCI leadership and executive partners to source and define project opportunities that dramatically improve the way we deliver care.

• Lead cross functional teams within the Center and across the Penn Medicine LGH network.

• Communicate the progress and results of projects to the team and larger health system community.

• Monitors the progress of innovation and research activities; develops and maintains records of innovation and research activities, and prepares periodic and ad hoc reports, as required by investigators, management, sponsors, and/or regulatory bodies. Ensures billing of study procedures to the appropriate funding source.

• Develops and implements recruitment strategies in accordance with sponsor (project) requirements. Oversees and conducts informed consent process under direction of Primary Investigator and maintains appropriate documentation according to GCP, FDA, and IRB guidelines.

• Coordinates and manages the patient assessments according to protocol standards at LGHealth locations, in a clinically safe and regulatory compliant manner. Utilizes clinical knowledge and assessment skills necessary to evaluate, report, and record accurate medical information including response to therapy according to approved research protocol.

• Develops and maintains rapport with patients to promote adherence to treatment and data collection protocols. Coordinates participant tests and procedures and maintains study timelines in data collection and completion of case report forms.

• Assures collected data for any approved innovation or research project is correct, sufficient, all inclusive, regulatory compliant and the integrity is intact. Maintains study files in accordance with sponsor requirements and LGH SOP Policies, including consent forms, source documentation, narrative notes if applicable, case report forms, and investigational material accountability forms.

SECONDARY FUNCTIONS: The following duties are considered secondary to the primary duties listed above:

Project and Team Management:

• Develops an effective communication strategy unique to each project. Continuously communicates to appropriate audience their role in the project and how the project will improve operations.

• Communication is clear and well presented to stakeholders and team members. Communication inspires others to engage and collaborate. Clear alignment and shared understanding of lessons learned are maintained on projects.

• Presents effectively to all audiences, understanding perspectives, and adjusting message and delivery style as necessary.

• Meets with key stakeholders throughout the organization to determine barriers and enablers of success. The appropriate individuals are involved at the right time in the right way.

• Acts as key facilitator through implementation phase of project.

• Assesses project effectiveness as pre-determined milestones.

• Understands the challenges of team members, helping them to achieve their goals.

• Ensures measurable outcomes are consistently achieved. Solutions and approaches have been replicated and scaled to make a material impact beyond initial pilot sites.

• Other duties as assigned.

JOB REQUIREMENTS

MINIMUM REQUIRED QUALIFICATIONS:

• Bachelor’s degree required in design or related field.

• Seven to 10 years professional or equivalent experience, demonstrating the ability to complete complex and thoughtful work.

• Strong skills in human-centered design/design thinking. Must have the ability to engage with end users and demonstrate empathy to embrace both patient and provider perspectives.

• Creativity and divergent thinking to imagine non-obvious directions.

• Expertise in a range of rapid prototyping and validation techniques, making ideas tangible to elicit necessary insights.

• Sensitivity to a breadth of stakeholders, assessing patient and provider needs and constraints while understanding business requirements.

• Strong communication and presentation skills.

• Ability to be an ambassador for the department and the organization.

• Professional maturity to interact with health system leadership, employees and patients in a sensitive clinical environment.

• Experience working in a team environment, as well as independently and autonomously.

PREFERRED QUALIFICATIONS:

• Master’s degree in a design, education, or related field.

• 10+ years professional or equivalent experience, demonstrating the ability to complete complex and thoughtful work.

• Background in Health Care a plus, whether as a clinician (RN, PT, RPh, etc) or in health care management.

• Strong technical workflow and digital process design skills to take projects from the innovation process through implementation including hands on integration with the Epic EMR.

• Strong understanding of available and future digital technology options to apply to complex healthcare delivery problems.

COGNITIVE REQUIREMENTS

Attention/Concentration: The following level of ability is essential for the jobholder to focus on certain aspects of current experience and reject others.

• The position requires strong concentration skills. The individual must have the ability to voluntarily sustain concentration to a task over an extended period of time as a result of an effortful and usually deliberate heightened and focused state of attention.

New Learning and Memory: The following level of ability is essential for the jobholder to learn and retain material.

• A large portion of this position required reliance on verbal memory and new learning. Efficiency in processing of verbal information, either in written or spoken form, is a major requirement and prerequisite of the job. The individual must be able to attend to and process multiple bits of information simultaneously. The individual must be able to organize and categorize this information effectively so that later recall is feasible.

Problem Solving, Reasoning and Creative Thinking: The following level of ability that is essential for the jobholder to think (in order to solve a problem) by combining two or more elements from past experience or imaginative thought.

• The position required much autonomy of thought and problem solving. The individual must be able to apply principles of logical or scientific thinking to define problems. The individual must be able to think abstractly, which is manifested in the ability to form concepts, use categories, generalize from single instances, apply procedural rules and general principles, and be aware of subtle or intrinsic aspects of a problem. The development of hypothesis and potential solutions to problems involves careful interpretation, analysis and diagnosis. The individual must be able to collect data, establish facts, and draw valid conclusions. The individual must be able to think creatively with a degree of inventiveness, experimentation and intuition. They must be able to deal with a variety of concrete and abstract variables.

APTITUDES: The following are essential requirements of the position in relation to job-worker situations. These items describe how a worker must adapt, adjust, conform or act.

Leadership, control and planning: Ability to accept responsibility for leadership, direction, control, planning, negotiating, organizing, directing, supervising, formulating practices, or making final decisions.

EQUIPMENT USAGE REQUIREMENTS

Equipment/Tools: Computer, Phone, Copier, Printer, Fax, Office Supplies

Software: Microsoft Office Products

PHYSICAL REQUIREMENTS

Rarely 0-10%; Occasionally 11-35%; Frequently 36-70%; Continuously 71-100%

Body Position/Movement :

• Sit: Frequent

• Stand: Occasionally

• Walk: Occasionally

• Bend: Rarely

• Push: Rarely

• Pull: Rarely

• Kneel/Squat: Rarely

• Reach: Rarely

• Twist: Rarely

• Balance: Rarely

• Climb: Rarely

Lifting: Degree of physical exertion is:

Light , exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to move objects.

Sensory Abilities specifically required:

• Vision

• Hearing

• Touch/Feeling

PHYSICAL ENVIRONMENT

WORKING CONDITIONS:

Exposure to hazardous conditions/ materials is negligible.

Disclaimer: This job description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job. It is intended to be a reflection of those principal job elements essential for recruitment and selection, for making fair job evaluations, and for establishing performance standards. The percentages of time spent performing job duties are estimates, and should not be considered absolute. The incumbent shall perform all other functions and/or be cross-trained as shall be determined at the sole discretion of management, who has the right to amend, modify, or terminate this job in part or in whole. Incumbent must be able to perform all job functions safely.

Benefits At A Glance:

PENN MEDICINE LANCASTER GENERAL HEALTH offers the following benefits to employees:

• 100% Tuition Assistance at The Pennsylvania College of Health Sciences

• Paid Time Off and Paid Holidays

• Shift, Weekend and On-Call Differentials

• Health, Dental and Vision Coverage

• Short-Term and Long-Term Disability

• Retirement Savings Account with Company Matching

• Child Care Subsidies

• Onsite Gym and Fitness Classes

Disclaimer

PENN MEDICINE LANCASTER GENERAL HEALTH is an Equal Opportunity Employer, committed to hiring a diverse workforce. All openings will be filled based on qualifications without regard to race, color, sex, sexual orientation, gender identity, national origin, marital status, veteran status, disability, age, religion or any other classification protected by law.

Search Firm Representatives please read carefully: PENN MEDICINE LANCASTER GENERAL HEALTH is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. Regardless of past practice, all resumes submitted by search firms to any employee at PENN MEDICINE LANCASTER GENERAL HEALTH via-email, the Internet or directly to hiring managers at Penn Medicine Lancaster General Health in any form without a valid written search agreement in place for that position will be deemed the sole property of PENN MEDICINE LANCASTER GENERAL HEALTH, and no fee will be paid in the event the candidate is hired by PENN MEDICINE LANCASTER GENERAL HEALTH as a result of the referral or through other means.

PENN MEDICINE LANCASTER GENERAL HEALTH, a member of the University of Pennsylvania Health System (Penn Medicine), is a not-for-profit health system with a comprehensive network of care encompassing Lancaster General Hospital (LGH), Women & Babies Hospital and the Lancaster Rehabilitation Hospital (a partnership with Kindred Healthcare). We are an Accredited Trauma Center-Level I through the Pennsylvania Trauma Systems Foundation with 805 Licensed beds. Our membership in Penn Medicine brings together the strengths of a world-renowned, not-for-profit academic medical center and a nationally recognized, not-for-profit community healthcare system.

Outpatient services are provided at the Downtown Outpatient and Suburban Outpatient Pavilions, along with additional outpatient centers and Express and Urgent Care locations throughout the region. Lancaster General Health Physicians is a network of more than 300 primary-care and specialty physicians, at more than 40 offices throughout the region.