System Manager-Patient Experience

Hospital Sisters Health System•Springfield, IL

2d•$44 - $65•Hybrid

About The Position

Hospital Sisters Health System (HSHS) is seeking a System Manager-Patient Experience to manage and improve the overall patient experience across its ministries. The role strategically implements best practices and coordinates initiatives to ensure patients receive high-quality, compassionate care. It collaborates with market or ministry leadership and clinical and non-clinical teams, analyzes patient feedback, and measures performance metrics to drive continuous improvement in patient satisfaction and care outcomes. Key areas of work include analyzing satisfaction metrics such as HCAHPS scores, standardizing practices related to care interactions, developing and deploying education and orientation programs for patient-facing colleagues, and coaching staff on service standards. The position is in Operations, has a leadership core function, and is based at the System Services Center in Springfield, Illinois. The schedule is full-time, with daily work from home and on-site work once a quarter; scheduled weekly hours are 40. HSHS describes its culture as grounded in respect, care, competence, and joy, and says its focus is on the patient. The system serves communities in Illinois and Wisconsin through 13 hospitals and numerous community-based health centers and clinics, with more than 13,000 colleagues.

Requirements

Bachelor’s degree in Healthcare Management, Healthcare Administration, or a healthcare-related field is required.
Three years of clinical or healthcare experience is required.
Three years of progressively more responsible leadership experience is required.
Two years of patient experience experience is required.
Licensure in the state of practice if appropriate to the primary discipline.

Nice To Haves

Master’s degree in Healthcare Management, Healthcare Administration, or a healthcare-related field.

Responsibilities

Manage and improve the overall patient experience across HSHS ministries.
Strategically implement best practices and coordinate initiatives to support high-quality, compassionate care.
Collaborate with market or ministry leadership and clinical and non-clinical teams.
Analyze patient feedback and performance metrics to drive continuous improvement in patient satisfaction and care outcomes.
Analyze satisfaction metrics, including HCAHPS scores.
Standardize practices related to care interactions.
Develop and deploy education and orientation programs for patient-facing colleagues.
Coach staff on service standards.

Benefits

Comprehensive and affordable medical, prescription, dental, and vision coverage for full-time and part-time colleagues.
Paid Time Off combining vacation, sick, and personal days.
Retirement benefits, including HSHS contributions.
Educational assistance of up to $5,250 per calendar year and tuition discounts at select colleges, with no waiting period.
Adoption assistance of up to $7,500 for eligible adoption-related expenses.
Wellness program with incentives.
Employer-paid life insurance.
Short-term and long-term disability coverage.
Flexible spending accounts.
Employee assistance program.
Identity theft coverage.
Colleague rewards and recognition program.
Discount program.