Patient Experience Program Coordinator

Inspired by faith. Driven by innovation. Powered by humankindness. CommonSpirit Health is building a healthier future for all through its integrated health services. As one of the nation’s largest nonprofit Catholic healthcare organizations, CommonSpirit Health delivers more than 20 million patient encounters annually through more than 2,300 clinics, care sites and 137 hospital-based locations, in addition to its home-based services and virtual care offerings. CommonSpirit has more than 157,000 employees, 45,000 nurses and 25,000 physicians and advanced practice providers across 24 states and contributes more than $4.2 billion annually in charity care, community benefits and unreimbursed government programs. Together with our patients, physicians, partners, and communities, we are creating a more just, equitable, and innovative healthcare delivery system.

As our Patient Experience Program Coordinator, you will be a pivotal force in shaping and enhancing the patient journey within CommonSpirit Health. This critical role involves orchestrating the strategic and operational facets of our national patient experience programs, driving healthcare quality improvement and patient satisfaction initiatives. You will directly contribute to a patient-centered culture by coordinating all activities, from operational logistics and budget management to impactful educational offerings and vendor relations within our dynamic healthcare system.

Every day you will delve into the intricacies of patient experience operations, developing and managing fiscal oversight for key projects and vendor contracts, including prominent platforms like Press Ganey/Qualtrics. Your expertise will be crucial in preparing compelling educational materials, board reports, and analytic insights, proactively identifying and mitigating potential risks to ensure seamless execution of patient experience events and initiatives for senior leadership engagement. You'll leverage cutting-edge software applications, including the full Google Workspace, to drive efficiency and innovation in healthcare program coordination.

To be successful in this role, you will possess a strong background in healthcare administration or program management, coupled with exceptional organizational and analytical skills. Your proficiency in managing budgets, coordinating complex projects, and fostering productive vendor relationships will be essential. We seek a proactive leader with advanced planning capabilities, adept at utilizing modern productivity tools (e.g., Google Workspace), and a demonstrated passion for improving patient outcomes and overall healthcare experience.

• Coordinates  the daily operations of the national Patient Experience function at CommonSpirit.  Key contributor to the patient experience program at the national office; plans and organizes educational offerings related to patient experience operations and improvement across CommonSpirit.
• Develops, coordinates, and analyzes capital and operating budgets for assigned projects and vendors; develops projected costs; manages utilization of operational and capital funds, based upon the project budget; tracks, monitors and approves expenditures.  This includes oversight for key contracts: Press
• Ganey/Qualtrics.  Makes recommendations for stewardship goals and enterprise savings related to budget and operations.
• Ensures assigned projects are prepared in accordance with CommonSpirit standard. Prepares educational offerings, including all board materials, yearly goal education, monthly analytic reports and improvement applications.
• Proactively identifies, assesses and manages project risks and issues.  Devises and implements effective strategies and contingency plans to mitigate or resolve issues within the patient experience function at CommonSpirit.  This includes detailed proactive planning for upcoming patient experience events including but not limited to:
• Monthly Operating Performance Reviews with senior leaders, Board Quality, Safety and Patient Experience Committee, and national education associated with patient experience improvement.
• Delivers expertise in software applications that support the patient experience function (Not all inclusive): Google Workspace (Google Sharing site, Gmail, Meet, Drive, Sheets, Docs, Slides, Forms etc.), Adobe Acrobat, Lawson, Concur, SailPoint.
• Provides Chief Patient Experience Officer with advanced leadership and proactive planning for patient experience operations, calendaring events, meeting planning, travel planning and expense reporting stewardship.

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.

Required: 

• Bachelors Degree upon hire
• Minimum of 5 years experience in a Coordinator/Project Manager role required