Patient Experience Transformation Lead

CHRISTUS Health; Santa Fe (NM); On-site; USD 90,000 - 120,000; Full time

Job summary

CHRISTUS Health in Santa Fe, NM seeks a Program Manager of Patient Experience to drive behavior change, process improvement, and environmental changes based on patient experience data to optimize care delivery and achieve best-in-class patient satisfaction. The role requires a Bachelor's degree, 3 years in customer service or process improvement, and experience leading cross-functional teams in a healthcare setting.

Schedule is 8 AM–5 PM, Monday–Friday; Full Time and on-site.

Qualifications

• Bachelor's degree or equivalent years of experience required.
• 3 years of education, customer service, or process improvement experience required.
• Experience in leading and managing multi-functional teams to improve processes.
• Experience in using both qualitative and quantitative consumer information to drive customer satisfaction.
• Experience in healthcare setting required.

Responsibilities

• Meets expectations of the OneCHRISTUS Competencies: Leader of Self, Leader of Others, or Leader of Leaders.
• Manages the overall hospital program to achieve excellent patient experience; analyzes surveys and works with directors, managers, and frontline staff to achieve outcomes; reports at departmental meetings and hospital committees.
• Collaborates with departments to develop and implement initiatives to improve patient experience through behavior change, process improvement or environment changes.
• Accountable for measurable improvements in patient experience satisfaction and achievement of targets with respect to patient opinion and services.
• Provides education to staff on service recovery and customer service.
• Leads and participates in multi-disciplinary teams to manage initiatives related to patient experience.
• Presents to audiences from patient experience modules to hospital leadership.

Skills

Communication skills

Interpersonal skills

Organizational skills

Education

Bachelor's degree

Job description

CHRISTUS Health in Santa Fe, NM seeks a Program Manager of Patient Experience to drive behavior change, process improvement, and environmental changes based on patient experience data to optimize care delivery and achieve best-in-class patient satisfaction. The role requires a Bachelor's degree, 3 years in customer service or process improvement, and experience leading cross-functional teams in a healthcare setting.

Schedule is 8 AM–5 PM, Monday–Friday; Full Time and on-site.