Serve as a conduit for communication between the System and organization and manages and provides direction to the local patient experience team at multiple Hospitals. Analyzes opportunities for improvement utilizing the six strategic lenses of the Patient Experience Framework, performance data and partners with operations in prioritizing areas of focus. Provides guidance to the volunteer, concierge/guest services and patient experience team and provides direction to operating units and department teams in developing solutions that are data driven and evidence based. Works with leadership to understand the measurement systems in place and key findings from these systems and their potential financial ramifications, while assisting with the implementation of improvements and monitoring systems to assess the impact of service excellence improvement work. Evaluates experience to assure an excellent experience is being delivered consistently across the organization. Responsible for designing, coordinating, and managing the tactical implementation and visibility associated with the organization's strategic plan. Coordinates internal service line development with external delivery.
This role must obtain their CPXP Certification within 1 year of hire.

• Manages individual(s) including but not limited to: hires, trains, assigns work, manages & evaluates performance, conducts professional development plans. Ensures that the productivity and actions of that group meet/support the overall operational goals of the department as established by department leadership.
• Develops and adheres to departmental staffing, revenue and/or expense budgets. Responds to changes in the business which may affect the ability to achieve the budget goals.
• Works closely with performance improvement teams, committees, and department leaders to develop and execute a PX action plan for both systemwide and local projects based on the PX framework.
• Develops and coordinates training activities that engage staff and provide understanding of their impact to the PX.
• Participates in all PX strategic planning, budgeting, and cost analysis activities.
• Manages the use of internal and external data to assist in identifying opportunities for PX improvements
• Oversees administration and management of various programs across multiple hospitals including business development, guest services/concierge, volunteer and physician relations for multiple HSOs
• Performs Other Responsibilities as Assigned

• Bachelor's Degree-Bus/HC Admin/Nursing/related

• 2-5 years

• < 2 years

• Master's Degree-Business/HC Admin

• 5-10 years

• 2-5 years

• CPXP Certification

• Comprehensive medical, dental, vison, life insurance, and legal services available first day of the month after hire date
• Disability insurance* paid for by BJC
• Pension Plan*/403(b) Plan funded by BJC
• 401(k) plan with BJC match
• Tuition Assistance available on first day
• BJC Institute for Learning and Development
• Health Care and Dependent Care Flexible Spending Accounts
• Paid Time Off benefit combines vacation, sick days, holidays and personal time
• Adoption assistance

• Not all benefits apply to all jobs