System Manager-Patient Experience

J  o  b    D  e  s  c  r  i  p  t  i  o  n

          Joy                         Care                      Competence                    Respect

Position Summary

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.

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.

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.

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

Ability to inspire, develop, and manage others. Builds effective teams and has effective leadership skills.  Demonstrates excellent oral and written communication skills. Articulate and responsive to colleagues.

Ability to identify long and short-term goals, establishing realistic plans to achieve our Mission.

Demonstrates a high commitment to quality and patient experience.

Demonstrated knowledge of relevant policies, procedures, fiscal planning, budgeting, and reporting.

Ability to simultaneously handle multiple priorities.

Effectively gathers and interprets complex statistical data to improve patient care.

Leads the development and implementation of unified strategies to improve patient outcomes and patient experience across the care delivery system.

Oversees patient experience scores and metrics, identifying gaps and executing improvement plans to achieve targets.

Collaborates with clinical leaders and administrative teams to enhance patient interactions and engagement.

Directs tracking and management of performance metrics, including HCAHPS and OASCAHPS, aligning data insights with financial and quality goals.

Provides strategic oversight for systemwide patient education initiatives, ensuring materials and programs enhance engagement, health literacy, and patient satisfaction.

Guides organizational efforts with Patient and Family Advisory Groups to integrate patient voices into care design, policy, and improvement priorities.

Leads the development and execution of education and orientation programs focused on patient experience for system stakeholders.

Leads the Patient Experience staff to ensure alignment with system priorities and goals.

Communicates policies, procedures, and key initiatives to relevant stakeholders through regular meetings.

Leads a team of colleagues in human resource initiatives including but not limited to; performance management; education and development; selection and retention; workforce planning; coaching and counseling; and supporting activities that promote colleague engagement and satisfaction. 

Leads or supports the financial resource functions including but not limited to; managing expenses; preparing, monitoring and executing within limits of the budget; monitors productivity standards; manages the purchasing process and all decisions related to the finances for the area of responsibility. 

Leads or supports change and process improvement initiatives including but not limited to; strives for standard, efficient and value-added processes; communicates a clear vision; influences and motivates others; and develops strong relationships with key stakeholders. 

The purpose of this job description is to provide a summary of the major responsibilities performed by colleagues in this position. Colleagues may be requested to perform tasks other than those specifically presented in this job description.  Variances in job duties performed may exist between facilities, and colleagues may perform other related duties as assigned to meet the needs of the organization.

PHYSICAL, MENTAL AND ENVIRONMENTAL REQUIREMENTS

Physical, Mental and Environmental Requirements Category:

Leadership

Standing

X

Walking

X

Sitting

X

Lifting

X

20 lbs.

Carrying

X

20 lbs.

Pushing

X

20 lbs.

Pulling

X

20 lbs.

Climbing

X

Balancing

X

Stooping

X

Kneeling

X

Crouching

X

Crawling

X

Reaching

X

Use of Hands/Dexterity

X

Talking

X

Hearing

X

Eye/Hand/Foot Coordination

X

Extreme cold

X

Extreme heat

X

Humid

X

Wet

X

Noise

X

Hazards

X

Temperature Change

X

Atmospheric Conditions

X

Vibration

X

Other

X