Job Summary and Responsibilities
As our Patient Experience Program Manager, you will drive a patient-centered culture across assigned markets, partnering with front-linestaff, leaders, and physicians to identify barriers and implement targeted strategies to improve patient experience measures.
Every day you will support rounding, service recovery, coaching, and real-time feedback. You will rotate across multiple hospitals in the region, assisting in the design, education, and implementation of patient experience strategies, ensuring alignment and integration of CommonSpirit Health's values into daily practice to elevate the voice of the patient and foster a culture of compassion and accountability.
To be successful in this role, you will possess strong program management and leadership skills, expertise in patient experience best practices, excellent communication and coaching abilities, and a proven capacity to drive cultural change and achieve performance improvements across diverse hospital settings.
- Analyze patient experience data (e.g., HCAHPS, Press Ganey) and partner with leaders to address low performing domains.
- Coach staff, leaders, and providers on best practices for communication, empathy, and responsiveness.
- Serve as a PX subject matter expert and resource for leaders across the market.
- Conduct purposeful patient and family rounding to identify service gaps and opportunities for improvement.
- Lead or co-leadkey projects aimed at improving patient loyalty and satisfaction.
- Collaborate with Quality, Nursing, and Operational leaders to integrate PX into daily workflows.
This position will cover multiple hospitals in the Utah Market.
Job Requirements
Required
- Bachelor Degree in Education, Psychology, Communications, Public Health or related field
- A minimum of three (3) years of experience in healthcare operations, patient experience or quality improvement
- Experience with LEAN Six Sigma or Studer principles
Preferred
- Certified patient experience professional
