System Manager-Patient Experience

Hospital Sisters Health System•Springfield, IL

1d•Hybrid

About The Position

The System Manager-Patient Experience manages and improves the overall patient experience across all Hospital Sisters Health System (HSHS) ministries. The role strategically implements best practices and coordinates initiatives to help ensure patients receive high-quality, compassionate care. The manager 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. This is a full-time leadership role in the Operations department, based at the System Services Center in Springfield, Illinois. The schedule is daily work from home with on-site attendance once a quarter, and the position is scheduled for 40 hours per week. Compensation is $43.66–$65.49; the actual rate depends on factors including relevant experience, skills, training, certifications, and education. HSHS serves communities in Illinois and Wisconsin through 13 hospitals and numerous community-based health centers and clinics. The organization has more than 13,000 colleagues and describes its core values as respect, care, competence, and joy, with a focus on continually improving care and keeping patients central to its work.

Requirements

Bachelor's degree in Healthcare Management, Healthcare Administration, or a healthcare-related field is required.
At least 3 years of clinical or healthcare experience is required.
At least 3 years of progressively more responsible leadership experience is required.
At least 2 years of patient experience experience is required.
Must be licensed 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 all 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 patient 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.