Experience Manager
Ascension Health - St. Louis, MO

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The Manager, Experience Team has primary responsibility for the development, leadership and execution of initiatives, projects and other activities central to Ascension Health’s Patient Experience Team and the group’s focus on helping Ascension Health Ministries offer a consistent, exceptional experience through the discovery and transfer of novel and effective approaches to person-centered, timely, efficient care. This individual must work collaboratively with leadership of health ministries and the system office in the identification, development and implementation of key initiatives and programs to support the patient experience and aid ministries in achieving system goals. This includes the development of plans, white papers, research reports, presentations and other written communication to fulfill project deliverables. The Manager provides thought leadership, problem solving assistance, planning and developmental guidance to meet both long term and short term goals.

Responsibilities:
Embrace and live the Mission, Vision and Values of Ascension Health in leadership behaviors, practices and decision-making
Lead all aspects of the development and execution of primary initiatives, projects and other activities of the Experience Team
Manage and provide for the needs of team members and other system staff and leaders associated with p experience initiatives, projects and other activities;
Provide thought leadership and problem solving around challenges to the system-wide goals around experience/loyalty work
Ensure sufficient analytic, research and production support whenever needed on individual projects and to the projects of team members
Develop specific tools or programs to support ministries with patient/resident, physician and associate experience
Collaborate with team members on the planning and implementing of system workshops and other events to support learning and performance optimization
Assist ministries to understand the integration of other system strategic priorities with the patient experience work
Effectively communicate to various constituents about the impact and requirements of patient experience work
Identify and prepare for organizational ramifications and challenges
Travel on an as needed basis for Health Ministry assistance, projects and conferences
Carry out special project and duties as assigned
Ability to travel < 40% of time required therefore must be comfortable with unfamiliar surroundings and negotiating travel, off-site accommodations and other factors imposed by travel including long hours

Promotes and exemplifies and supports the Ascension Health Core Values of Service of the Poor, Reverence, Integrity, Wisdom, Creativity, and Dedication.

Qualifications:
A Master’s degree in health or hospital administration, business administration, nursing or a related field and at least 5 years of healthcare experience
Healthcare experience is preferred, including operations, strategy/business development, finance, patient relations, organizational development, performance improvement or other related area of experience
Ability to prioritize workflow and enjoy working in a fast-paced, team environment
Ability to develop relationships, work collaboratively and manage diverse project teams
Strong working knowledge of the healthcare and hospital industry
Outstanding written and oral communication skills and ability to synthesize information across multiple data sources
Excellent listening and creative thinking skills
Well-organized, able to establish priorities, meet deadlines, manage multiple projects and function with minimal supervision
Excellent interpersonal skills and ability to work with and manage people in all disciplines and at all levels of an organization
Proven technical, business, and consulting skills
Knowledge around patient experience and customer satisfaction, including ways to measure satisfaction, organizational impacts on patient satisfaction, the relationship of associate engagement to patient satisfaction, among other relevant areas pertinent to patient experience
A commitment to the mission of Catholic healthcare and personal presence to provide leadership on behalf of Ascension Health
Expertise with Microsoft Excel, Word and PowerPoint
Experience with SPSS and other advanced statistical tools is preferable
Ascension Health is an Equal Opportunity Employer M/F/D/V

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Ascension Health has ascended to the pinnacle of not-for-profit health care. As the largest Catholic hospital system in the US, and thus one...