System Manager of Patient Experience Operations

Overview:

CommonSpirit Health was formed by the alignment of Catholic Health Initiatives (CHI) and Dignity Health. With more than 700 care sites across the U.S. from clinics and hospitals to home-based care and virtual care services CommonSpirit is accessible to nearly one out of every four U.S. residents. Our world needs compassion like never before. Our communities need caring and our families need protection. With our combined resources CommonSpirit is committed to building healthy communities advocating for those who are poor and vulnerable and innovating how and where healing can happen both inside our hospitals and out in the community.

While you're busy impacting the healthcare industry, we'll take care of you with benefits that include:
Medical/Dental/Vision, FSA, Dependent Care Spending Account, Life Insurance, Short and Long-term Disability, 401k match, Paid Time Off, Wellness Program, Tuition Reimbursement, Accidental Insurance, Critical Illness Insurance, Identity Theft Protection, Employee Assistance Program, and more!

This is remote position supporting the CommonSpirit Enterprise.

The System Manager of Patient Experience Operations plays a crucial role in managing, leading and advancing patient experience initiatives through technology, relationship-building and education.  This role is also responsible for implementation of policies and procedures related to sample plan management, training, and coordination with IT and Regional stakeholders for patient experience survey operations within our organization. This position focuses on supporting data transfer, patient data management, logic implementation for experience survey initiation, monitoring survey trends, providing technical support, and ensuring a highly reliable survey operations process. The System Manager promotes standardization, collaborative practices, and compliance with CommonSpirit Health policies, guidelines, and CMS regulatory requirements. Collaboration with region leaders, hospital leaders, key stakeholders, and potential vendor partners is essential for success in this role. This role  is expected to align with the mission, strategic plans, goals, and values of CommonSpirit Health and demonstrate behaviors consistent with our core values and HumanKindness philosophiesWork under the direction of the System Director of Patient Experience Operations to ensure the implementation of policies and procedures related to sample plan management, training, and coordination with IT and Regional stakeholders for patient experience survey operations, overseeing a reliable survey operations process.

• Work under the direction of the System Director of Patient Experience Operations to ensure the implementation of policies and procedures related to sample plan management, training, and coordination with IT and Regional stakeholders for patient experience survey operations, overseeing a reliable survey operations process.
• Collaborate with cross-functional teams, including IT, Analytics, clinical departments, and leadership, to manage technical solutions that enhance the patient experience throughout the healthcare system.
• Identify issues in the survey process and implement resolutions to maintain regulatory compliance and a consistent, high quality survey process to obtain the voice of the patient.
• Provide CommonSpirit Health stakeholders with periodic status reports and recommendations to improve the operational functions of patient experience.
• Collaborate with outside vendors to maintain and implement new processes and programs.
• Use business knowledge and experience to keep abreast of current policies, procedures, and regulatory changes related to the patient experience and the patient experience survey process.
• Work closely with IT teams to implement new survey types, ensuring seamless integration with existing systems and data workflows.
• Educate Regional users and key stakeholders on sample plan management and the platform in which it is managed, ensuring consistent and effective survey administration processes.
• Manage provisioning to the reporting platform, ensuring accurate and timely provisioning, while troubleshooting any technical issues that arise.
• Serve as a contributing member of the Patient Experience Operations Committee, actively participating in meetings, providing technical expertise, and collaborating with committee members to drive Patient Experience improvement initiatives.
• Create knowledge and marketing materials that include documentation, user guides, presentations, or knowledge sharing libraries for users.

#LI-CSH

• Bachelor’s degree in related discipline required
• Minimum 5 years related work experience in function
• Minimum 3 years leadership experience
• Experience in a complex healthcare system.
• Ability to educate Regional stakeholders on complex technical topics and processes.
• Understand the product life cycle to articulate and translate complex problems into analytic strategies or deep-dive analysis.