System Manager-Patient Experience

HSHS Medical Group; Springfield (IL); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health coverage

Paid time off (PTO)

Retirement benefits

Education assistance

Adoption assistance

Wellness program

Life insurance

Disability coverage

Flexible spending accounts

Employee assistance program

ID theft coverage

Rewards program

Job summary

Hospital Sisters Health System (HSHS) is seeking a System Manager-Patient Experience to enhance patient experience across our ministries. You will lead initiatives, analyze feedback and performance metrics, and collaborate with leadership and clinical/non-clinical teams to drive improvements.

The role requires guiding education programs, coaching on service standards, and coordinating with operations to standardize practices across facilities.

Qualifications

• Bachelor's in healthcare management/administration or related field.
• Master's preferred in healthcare management/administration or related field.
• 3 years of clinical/healthcare experience is required.
• 3 years progressively more responsible leadership experience is required.
• 2 years of experience in patient experience is required.

Responsibilities

• Analyze patient satisfaction metrics (e.g., HCAHPS) and lead improvements.
• Standardize care interaction practices across ministries.
• Develop and deploy education and orientation programs for patient-facing colleagues.
• Coach staff on service standards to drive patient experience outcomes.

Skills

Healthcare leadership

Patient experience

Operations management

Education

Bachelor's degree in Healthcare Management/Administration

Master's degree in Healthcare Management/Administration

Job description

Pay Range: $43.66 - $65.49

A successful candidate's actual pay rate will be based on several factors including relevant experience, skills, training, certifications and education.

Hospital Sisters Health System (HSHS) is seeking a System Manager-Patient Experience to join our team. Manages and improves the overall patient experience across all HSHS ministries. Strategically implements best practices, and coordinates initiatives to ensure that patients receive high-quality, compassionate care. Collaborates with market or ministry leadership, as well as clinical and non-clinical teams, analyzing patient feedback, and measuring performance metrics to drive continuous improvement in patient satisfaction and care outcomes. Key duties include analyzing satisfaction metrics (like HCAHPS scores), standardization of practices related to care interactions, development and deployment of education and orientation programs for patient facing colleagues, and coaching staff on service standards.

Position Specifics:

• Department: Operations


• Core Function: Leadership


• Schedule: Full Time, Daily work from home, on-site once a quarter


• Facility: System Services Center


• Location: Springfield, IL


• Compensation that aligns with your experience

Education Qualifications

• Bachelor's degree in Healthcare Management, Healthcare Administration or Healthcare related field (i.e. nursing, medical technology, public health) is required.


• Master's degree in an Healthcare Management, Healthcare Administration or Healthcare related field (i.e. nursing, public health, etc.) is preferred.

Experience Qualifications

• 3 years of clinical/healthcare experience is required.


• 3 years progressively more responsible leadership experience is required.


• 2 years of experience in patient experience is required.

Certifications, Licenses and Registrations

• Licensed in the state of practice if appropriate to the primary discipline.

Scheduled Weekly Hours: 40

Throughout communities in Illinois and Wisconsin, 13 hospitals, numerous community-based health centers and clinics, our 13,000+ colleagues have built a culture based on our solid core values of respect, care, competence, and joy. These are the ideals we believe in, work by, and live each day.

Built upon more than 145 years of service to the communities we serve, we now look to the future and our place in it as a healthcare system that strives to continually improve processes, procedures, and outcomes with the latest and most advanced technologies and treatments.

Regardless of how far our passion for excellence carries us, our focus will always remain on the most important person in our entire organization: The patient.

Benefits: HSHS provides a benefits package designed to support the overall well-being of our colleagues including their physical, emotional, financial, spiritual, and work health. Colleagues budgeted to work at least 32 hours per pay period are eligible for HSHS benefits.

• Comprehensive and affordable health coverage includes medical, prescription, dental and vision coverage for full-time and part-time colleagues.


• Paid Time Off (PTO) combines vacation, sick, and personal days into one balance to allow you the flexibility to use your time off as you need.


• Retirement benefits including HSHS contributions.


• Education Assistance benefits include up to $5,250 of educational assistance each calendar year and tuition discounts to select colleges with no waiting period.


• Adoption Assistance provides financial support up to $7,500 for colleagues growing their families through adoption to reimburse application and legal fees, transportation, and more!


• Other benefits include: Wellness program with incentives, employer-paid life insurance and short-term and long-term disability coverage, flexible spending accounts, employee assistance program, ID theft coverage, colleague rewards and recognition program, discount program, and more!

HSHS and affiliates is an Equal Opportunity Employer (EOE).

HSHS is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.

Notice Regarding Potential Use of Artificial Intelligence in the Hiring Process

Hospital Sisters may use automated tools, including artificial intelligence or machine-learning technologies, to assist with certain administrative aspects of the recruitment process. These tools may help our recruiting team organize applications, search for resumes, identify qualifications reflected in application materials, and facilitate communications or scheduling with applicants.

Information used by these tools may include materials you provide during the application process, such as your resume, work history, education, qualifications, and responses to application questions.

These tools are used only to support our recruiting process. Hiring decisions are made by HSHS personnel, and automated tools do not make employment decisions on behalf of HSHS.

Applicants who have questions about this notice or who require a reasonable accommodation or alternative evaluation method may contact HSHS Human Resources at [e-mail]