Patient Experience Program Manager

Job Summary and Responsibilities

You have a purpose, unique talents and now is the time to embrace it, live it and put it to work. We value incredible people with incredible skills – but your commitment to a greater cause is something we value even more. This is the heartbeat of our organization and your time will be spent in a supportive, team environment with resources to help you flourish and leaders who care about your success.

 

The Patient Experience Program Manager serves as a key driver of patient-centered culture across assigned markets. This role partners with frontline staff, leaders, and physicians to identify barriers to a positive patient experience and implement targeted strategies that improve performance on patient experience measures, including HCAHPS.

Key responsibilities include auditing, coaching, and reinforcing:

• Bedside Shift Reporting 
• Appreciative coaching
• Leader rounding
• Hourly rounding tactics
• Interpreting patient experience data with action planning

This position will rotate across multiple hospitals in the market as directed by the market or regional leadership. The goal is to standardize patient experience practices, reinforce expectations, and elevate the voice of the patient in daily operations.

Job Requirements

In addition to bringing humankindness to the workplace each day, qualified candidates will need the following:

• Bachelor’s Degree in Education, Psychology, Communications, Public health or related field required
• A minimum of 3 years of experience in healthcare operations, patient experience or quality improvement
• Certified patient experience professional preferred
• Experience with LEAN Six Sigma or Studerpri nciples
• Bilingual a plus

Physical Requirements - Medium Work - (Exert up to 50lbs force occasionally, and/or up to 20lbs frequently, and/or up to 10lbs constantly)

Where You’ll Work

With more than 700 care sites across the U.S. from clinics and hospitals to home-based care and virtual care services CommonSpirit is accessible to nearly one out of every four U.S. residents. Our world needs compassion like never before. Our communities need caring and our families need protection. With our combined resources CommonSpirit is committed to building healthy communities advocating for those who are poor and vulnerable and innovating how and where healing can happen both inside our hospitals and out in the community.