Patient Experience Program Manager

Following a major expansion Holy Cross Hospital Jordan Valleys 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 Womens Choice Award for Americas 100 Best Hospitals Emergency Care we are the only designated trauma center west of I-15 in the Salt Lake Valley.

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 Healths 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.

• 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