Patient Experience Program Manager

Where You’ll Work

Penrose-St. Francis Health Services is a full-service, 712-bed acute care provider in Colorado Springs comprising Penrose Hospital, St. Francis Hospital and St Francis Hospital - Interquest. St. Francis Hospital opened in 2008 to keep pace with the growing needs of the Colorado Springs' community on the north side of the city. St. Francis Hospital features 340-beds and offers a modern Birth Center, Level III Neonatal Intensive Care Unit, Cancer Center, Emergency Department, Level III Trauma Center, Imaging Services, Acute Inpatient Rehab, Surgical Services and Critical Care Unit. It also serves as southern Colorado's home base for the Flight For Life Colorado air medical transport service. It's an incredible time to join us as we celebrate recognition with Magnet Hospital designation from the American Nurses Credentialing Center (ANCC) for superior quality in nursing care. With more than 300 days of annual sunshine, mild winters and easy-to-access recreational areas including Pikes Peak, Garden of the Gods and some of Colorado's top destination resorts, you will enjoy an incredible lifestyle while having the career you've always wanted.

Job Summary and Responsibilities

As our Patient Experience Program Manager, you will drive a patient-centered culture across assigned markets, partnering with front-line staff, leaders, and physicians to identify barriers and implement targeted strategies to improve patient experience measures.

Every day you will support rounding, service recovery, coaching, and real-time feedback. You will rotate across multiple hospitals in the region, assisting in the design, education, and implementation of patient experience strategies, ensuring alignment and integration of CommonSpirit Health's values into daily practice to elevate the voice of the patient and foster a culture of compassion and accountability.

To be successful in this role, you will possess strong program management and leadership skills, expertise in patient experience best practices, excellent communication and coaching abilities, and a proven capacity to drive cultural change and achieve performance improvements across diverse hospital settings.

• Analyze patient experience data (e.g., HCAHPS, Press Ganey) and partner with leaders to address low performing domains.
• Coach staff, leaders, and providers on best practices for communication, empathy, and responsiveness.
• Serve as a PX subject matter expert and resource for leaders across the market.
• Conduct purposeful patient and family rounding to identify service gaps and opportunities for improvement.
• Lead or co-lead key projects aimed at improving patient loyalty and satisfaction.
• Collaborate with Quality, Nursing, and Operational leaders to integrate PX into daily workflows.

Job Requirements

Required

• Bachelor Degree in Education, Psychology, Communications, Public Health or related field
• A minimum of three (3) years of experience in healthcare operations, patient experience or quality improvement
• Experience with LEAN Six Sigma or Studer principles

Preferred

• Certified patient experience professional