Patient Experience Program Manager
About Us
Inspired by faith. Driven by innovation. Powered by humankindness. CommonSpirit Health is building a healthier future for all through its integrated health services. As one of the nation’s largest nonprofit Catholic healthcare organizations, CommonSpirit Health delivers more than 20 million patient encounters annually through more than 2,300 clinics, care sites and 138 hospital-based locations, in addition to its home-based services and virtual care offerings.
Our Mission
As CommonSpirit Health, we make the healing presence of God known in our world by improving the health of the people we serve, especially those who are vulnerable, while we advance social justice for all. To learn more about a calling that defines and unites, please click here for more information about our mission, vision, and values.
The posted compensation range of $34.56 - $50.14 /hour is a reasonable estimate that extends from the lowest to the highest pay CommonSpirit in good faith believes it might pay for this particular job, based on the circumstances at the time of posting. CommonSpirit may ultimately pay more or less than the posted range as permitted by law.
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 Studer
principles - 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 WorkWe believe in the healing power of humanity and serving the common good through our dedicated work and shared mission to celebrate humankindness.
At St. Anthony North Health Campus, we are committed to delivering optimal health care to the communities of Westminster, Erie, Brighton, Broomfield, Northglenn and Thornton. Highlights of our campus include 60,000 square feet of integrated primary and specialty care physician clinics, ambulatory surgery center, birthing center with private birthing suites, Level III Trauma Center with 24/7 emergency services, 92 inpatient beds and an outpatient diagnostics center with lab and imaging services. Our campus is proudly affiliated with Planetree, an internationally recognized non-profit organization that helps guide hospitals on the journey toward patient-centered care and culture. In 2023, we received our prestigious Magnet® designation! We are so proud of our nursing staff for this achievement, which is awarded to less than 6 percent of hospitals in the US. Built on the pillars of convenience, wellness and person-centered care, we offer inpatient and outpatient care at one site, with an emphasis on preventive health, wellness and health education.
Depending on the position offered, CommonSpirit Health offers a generous benefit package, including but not limited to medical, prescription drug, dental, vision plans, life insurance, paid time off (full-time benefit eligible team members may receive a minimum of 14 paid time off days, including holidays annually), tuition reimbursement, retirement plan benefit(s) including, but not limited to, 401(k), 403(b), and other defined benefits offerings, as may be amended from time to time. For more information, please visit https://www.commonspirit.careers/benefits.
Unless directed by a Collective Bargaining Agreement, applications for this position will be considered on a rolling basis. CommonSpirit Health cannot anticipate the date by which a successful candidate may be identified.
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Equal Opportunity
CommonSpirit Health™ is an Equal Opportunity/Affirmative Action employer committed to a diverse and inclusive workforce. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, parental status, ancestry, veteran status, genetic information, or any other characteristic protected by law. For more information about your EEO rights as an applicant, please click here [PDF].
CommonSpirit Health™ will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c). External hires must pass a post-offer, pre-employment background check/drug screen. Qualified applicants with an arrest and/or conviction will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, ban the box laws, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances. If you need a reasonable accommodation for any part of the employment process, please contact us by telephone at (415) 438-5575 and let us know the nature of your request. We will only respond to messages left that involve a request for a reasonable accommodation in the application process. We will accommodate the needs of any qualified candidate who requests a reasonable accommodation under the Americans with Disabilities Act (ADA). CommonSpirit Health™ participates in E-Verify.