Guest House Program Manager

Description

Job Summary

The Program Manager, Emory Guest House is responsible for the development, coordination, and operational oversight of programs that support patients and families utilizing the Emory Guest House during episodes of care. This role partners with clinical teams, operational leaders, external partners, and community stakeholders to support effective referral processes, seamless care transitions, and a positive patient and family experience. The Program Manager oversees program operations, stakeholder engagement, performance evaluation, and continuous improvement initiatives to ensure services align with organizational priorities and support coordinated, people-centered care.

Primary Duties and Responsibilities

Program Development and Management

Implements and oversees Emory Guest House programs that support patient and family lodging needs during episodes of care at Emory Healthcare.

Develops and maintains operational processes for the Guest House referral system in coordination with hospital units, care management, outpatient providers, and other stakeholders.

Ensures Guest House programs align with organizational priorities related to patient experience, access to care, and care coordination.

Monitors program performance to support quality service delivery, operational effectiveness, and continuous improvement.

Operations and Coordination

Supports the day-to-day coordination of Guest House program operations, including referrals, program initiatives, and partnerships with external management partners.

Facilitates coordination among healthcare teams, Guest House staff, operational partners, and patient families to support smooth transitions and appropriate guest services.

Identifies opportunities to improve operational processes and enhance the patient and family experience.

Ensures program operations comply with applicable institutional policies, hospitality standards, and regulatory requirements.

Stakeholder Engagement and Partnership Management

Serves as a key liaison among Emory Healthcare departments, clinical teams, Guest House management partners, and community stakeholders.

Collaborates with inpatient case management, ambulatory teams, specialty service lines, and other departments to optimize awareness and utilization of Guest House services.

Facilitates education and communication regarding Guest House services, eligibility, and referral processes.

Supports partnerships and initiatives that expand access to lodging and related resources for patients and families traveling for care.

Data, Reporting, and Program Evaluation

Collects and analyzes program data, including utilization, referral sources, occupancy trends, and patient experience measures.

Develops and presents program performance updates, findings, and recommendations to leadership and key stakeholders.

Uses data and operational insights to inform program improvements, decision-making, and potential expansion opportunities.

Tracks program utilization and relevant financial performance indicators.

Program Growth and Resource Development

Identifies opportunities for philanthropic support, grants, sponsorships, and other resources that may enhance patient and family support services.

Collaborates with appropriate stakeholders to support program growth and sustainability initiatives.

Minimum Qualifications

Education

• Bachelor's degree in Healthcare Administration, Public Health, Business Administration, Hospitality Management, Social Work, or a related field.

Experience

• Three (3) to five (5) years of experience in program management, healthcare operations, hospitality management, or a related field.
• Experience coordinating cross-functional initiatives and managing programs, projects, or operational activities.

Knowledge, Skills, and Abilities

• Knowledge of program and project management principles and practices.
• Ability to coordinate cross-functional initiatives involving clinical, operational, hospitality, and community stakeholders.
• Strong written and verbal communication skills.
• Ability to establish and maintain effective working relationships with healthcare teams, operational partners, patients, and families.
• Strong organizational and problem-solving skills with attention to detail.
• Ability to manage multiple priorities, projects, and operational activities simultaneously.
• Ability to collect, analyze, and interpret program and operational data to identify trends and support decision-making.
• Ability to facilitate meetings, coordinate initiatives, and communicate program information to diverse audiences.
• Proficiency with Microsoft Office Suite and collaboration tools, including Microsoft Teams, SharePoint, and Excel.

Preferred Qualifications

Education:

• Master's degree in Healthcare Administration, Public Health, Business Administration, or a related field.

Experience:

• Experience working within a healthcare system or hospital environment.
• Experience supporting patient experience programs, hospitality operations, or care coordination initiatives.
• Familiarity with electronic health record (EHR) systems and healthcare referral processes.

Physical Requirements Medium Max 25 lbs. Up to 25 lbs., 0-33% of the workday (occasionally); lifting up to 25 lbs. maximum; carrying objects up to 25 lbs.; occasional to frequent standing and walking; occasional sitting; close visual work (computers, typing, reading, and writing). Physical demands may vary depending on the assigned work area and work tasks. Environmental Factors Factors affecting environmental conditions may vary depending on the assigned work area and work tasks. Environmental exposures include, but are not limited to, blood-borne pathogen exposure, biohazardous waste, chemicals, gases, fumes, vapors, communicable diseases, electrical shock, floor surfaces, hot and cold temperatures, indoor and outdoor conditions, latex, lighting, patient care/handling injuries, radiation, shift work, and travel as required. Use of personal protective equipment, including respirators, may be required. Environmental conditions may vary depending on the assigned work area and work tasks.