Patient Experience Program Manager

Welcome to Saint Joseph Hospital, a 433-bed hospital founded in 1877 by the Sisters of Charity of Nazareth as the first hospital in Lexington, Kentucky. Led by Sister Euphrasia Stafford, the mission to provide compassionate care to the underserved is still carried out today. Saint Joseph Hospital holds over two dozen national ranks and recognitions and is recognized as a 2024 Best Place to Work in Kentucky. 

Saint Joseph is part of CommonSpirit Health, a non-profit, Catholic health system dedicated to advancing health for all people. With approximately 175,000 employees and 25,000 physicians and advanced practice clinicians. 

Our commitment to serve the common good is delivered through the dedicated work of thousands of physicians, advanced practice clinicians, nurses, and staff; through clinical excellence delivered across a system of 140 hospitals and more than 2,200 care centers serving 24 states. 

This job is responsible for providing professional expertise and guidance to employees, healthcare providers and site-based leadership in support of the creation of a strong and sustainable culture of patient-centered care that helps to deliver on CHI Saint Joseph Health's mission to keep people and communities healthy and lead to better performance outcomes for the organization. Work focuses on change that will bring about higher clinical quality and efficiency, a safer patient environment, heightened employee engagement, improved financial results and greater competitive advantage. Inasmuch as patient experience is a mission-critical key to the future success of the organization, work goes beyond clinical experience of care to all interactions and touch points, with focus on alignment across all segments of the continuum and the spaces in between.

Essential Functions:

• An incumbent makes rounds at the assigned CHI Saint Joseph hospitals, medical centers and/or Medical Group's clinic(s) to observe current services/processes, gather service-related data from staff/patients, and to provide training/feedback based on best practices and/or new organizational initiatives.
• Serving as liaison with clinical operations to understand needs, facilitate improvements and lead to engagements that are optimal for both the patient and organization;
• Overseeing the site-based patient advocacy function to include compliance with Federal, State and local civil rights laws and regulations;
• Facilitating/coordinating site-based process improvement teams;
• Communicating best practices for improving patient experience results;
• Raising awareness of the patient experience to facilitate cultural change;
• Supervising the assigned Patient Advocate.

The job summary and responsibilities listed above are designed to indicate the general nature of the work performed within this job. They are not designed to contain or be interpreted as a comprehensive inventory of all job responsibilities required of employees assigned to this job. Employees may be required to perform other duties as assigned.

Education and Experience:

• Bachelors in Business Administration, Organizational Development, or Healthcare-related field required. 

• 4-6 years related work experience that demonstrates the attainment of the requisite job knowledge, skills/abilities required.
• Any equivalent combination of education and experience which provides the required knowledge, skills and abilities to perform the essential functions of the position. 

Licensure and Certifications:  

• Registered Nurse: KY (RN:KY) strongly preferred.