Patient Experience Program Manager

About the Role

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. You will support rounding, service recovery, coaching, and real-time feedback, rotating across multiple hospitals in the region to assist in the design, education, and implementation of patient experience strategies. This role ensures 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.

Responsibilities

• 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 patient experience 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 patient experience into daily workflows.

Requirements

• Bachelor’s 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 Qualifications

• Certified patient experience professional.

Where You'll Work

Penrose-St. Francis Health Services is a full-service, 712-bed acute care provider in Colorado Springs comprising Penrose Hospital, St. Francis Hospital, and St. Francis Hospital - Interquest. St. Francis Hospital features 340 beds and offers a modern Birth Center, Level III Neonatal Intensive Care Unit, Cancer Center, Emergency Department, Level III Trauma Center, Imaging Services, Acute Inpatient Rehab, Surgical Services, and Critical Care Unit. It also serves as southern Colorado's home base for the Flight For Life Colorado air medical transport service.

Penrose-St. Francis recently earned Magnet Hospital designation from the American Nurses Credentialing Center (ANCC) for superior quality in nursing care. Colorado Springs offers over 300 days of annual sunshine, mild winters, and easy access to recreational areas including Pikes Peak and Garden of the Gods.

Pay

$34.56 - $55.33 per hour.