Market Patient Experience Program Manager
US-CO-Lakewood
mountain-commonspirit_external
Req #: 89905
Type: Full-Time
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Overview: CommonSpirit Health Mountain Region is committed to building healthier 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. With locations throughout Colorado, Utah, and Kansas, we deliver the same high standard of care to our employees as we do to our patients. Our 20 hospitals, emergency and urgent care centers, home care and hospice, Flight for Life ColoradoTM , telehealth and over 240 physician practices and clinics offer endless opportunities! Here, you can grow your career and impact the people in the communities you serve. CommonSpirit Health is one of the nation's largest nonprofit, faith-based health systems, with a team of over 150,000 employees and 25,000 physicians and advanced practice clinicians. CommonSpirit operates more than 2,200 care sites and 140 hospitals, serving some of the most diverse communities across the nation, letting humankindness lead the way. 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 Market 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. Qualifications: 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)
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