Human Experience Partner

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Position Summary

• Reporting to the Director of Human Experience & Development, the Human Experience Partner plays a vital role in advancing a unified culture of experience excellence across Southern Illinois Healthcare. As a strategic consultant and improvement coach, this role supports hospitals and clinics in achieving meaningful progress in patient, provider, and employee experiences. The Partner serves as a critical bridge between frontline teams, leaders, and enterprise data—helping translate feedback into actionable insights, aligned behaviors, and lasting cultural improvements.
• More than a facilitator, the Human Experience Partner is a trusted advisor who empowers leaders to integrate experience, safety, engagement, and compassion into everyday operations. Through coaching, training, committee involvement, and data storytelling, they champion SIH’s systemwide commitment to delivering outstanding care and cultivating a culture where every voice is heard, valued, and acted upon.

Principal Accountabilities

• Commitment to care: (1) Commitment to deliver positive patient and colleague experiences (2) Commitment to support a collaborative, inclusive community (3) Commitment to build trust (4) Commitment to embrace my personal responsibility
• Standards of Performance: Respect, Integrity, Compassion, Collaboration, Stewardship, Accountability, Quality

Education

• Associate’s degree required; Bachelor’s degree preferred in Nursing, Healthcare, Business Administration, or a related field.

Licenses and Certification

• N/A

Experience and Skills

• Minimum of 1 year of experience in a patient-facing, customer service, or experience-focused role. Clinical experience a plus.
• Strong interpersonal and coaching skills with the ability to build relationships and influence others.
• Working knowledge of experience metrics and satisfaction surveys preferred.
• Ability to present information clearly and facilitate group discussions or training sessions.
• Experience supporting improvement projects or patient experience initiatives in clinical or non-clinical settings.
• High emotional intelligence and professionalism in handling sensitive feedback or complaints.
• Strong organization, follow-through, and ability to work both independently and collaboratively.

Physical Activities

• Intermittent hand manipulation
• Intermittent lifting and carrying of 20 pounds
• Standing and teaching

Role Specific Responsibilities:

Culture Leadership & Partnership

• Serve as a key partner to hospital, clinic, and department leaders in advancing human experience culture
• Collaborate with Human Resources Business Partners to assess and respond to team or interpersonal dynamics impacting experience
• Participate in Patient Experience Committee and system experience initiatives, contributing insights, updates, and follow-through support
• Champion SIH’s values through visible leadership, field presence, and culture-building efforts at all levels of the organization

Training, Coaching, & Education

• Deliver impactful training sessions on patient experience, empathy, communication, service recovery, and other core topics
• Provide 1:1 or group coaching to leaders and staff to build skillsets and drive experience-aligned behaviors
• Work with department leadership to tailor trainings that address specific improvement opportunities or team needs

Data Interpretation & Strategy Alignment

• Provide timely and meaningful interpretation of experience data (Patient Experience, Safety Culture, IRounding, Employee Engagement, Provider Engagement)
• Translate data into actionable insights and clearly communicate trends and opportunities to leaders and teams
• Support departments in developing and executing action plans tied to annual experience goals, offering accountability and resource support

Vendor Partnership & Resource Development

• Serve as a liaison to SIH’s survey vendor to optimize reporting tools, training resources, and system utilization
• Help curate and implement tools that strengthen local team capabilities and develop the Human Experience Partner group as experts

Field Engagement & Improvement Coaching

• Maintain a strong, visible presence in departments and clinics—building relationships and trust with care teams
• Facilitate improvement conversations, huddles, and working sessions to remove barriers and elevate best practices
• Identify and escalate systemic barriers to human experience that require cross-functional attention

Strategic Alignment & Operational Support

• Ensure experience initiatives align with SIH’s mission, values, and system goals
• Collaborate across departments to reinforce a consistent, compassionate experience for all patients, families, and colleagues
• Monitor follow-through on action items and support accountability through check-ins, coaching, and documentation

Compensation (Commensurate with experience):

To access our Benefits Guide/Plan Information, please click the link below:

http://www.sih.net/careers/benefits