Patient Experience Program Manager

Job Summary and Responsibilities

As our Patient Experience Program Manager, you will drive a patient-centered culture across assigned markets, partnering with front-line staff, 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-lead key projects aimed at improving patient loyalty and satisfaction.
• Collaborate with Quality, Nursing, and Operational leaders to integrate PX into daily workflows.

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

Where You'll Work

Following a major expansion, Holy Cross Hospital - Jordan Valley's capacity tripled, now housing 171 beds to serve our growing community. We have invested substantially in advanced technology and state-of-the-art equipment, which has attracted our top-notch medical staff and a team of highly skilled nurses. Our entire hospital team is dedicated to providing expert care in a warm, family-friendly environment. We are a Level III Trauma center, STEMI Cardiac receiving center, and certified stroke treatment center. Our employees are continually prepared, accountable, inspired and ensure compliance with the highest levels of quality care and patient safety standards. Recently given the Women's Choice Award for America's 100 Best Hospitals Emergency Care, we are the only designated trauma center west of I-15 in the Salt Lake Valley.