Details

• Department: People Enablement
• Schedule: Monday - Friday, days
• Location: Remote, travel 10%

Benefits

Paid time off (PTO)
Various health insurance options & wellness plans
Retirement benefits including employer match plans
Long-term & short-term disability
Employee assistance programs (EAP)
Parental leave & adoption assistance
Tuition reimbursement
Ways to give back to your community

Benefit options and eligibility vary by position. Compensation varies based on factors including, but not limited to, experience, skills, education, performance and salary range at the time of the offer.

Responsibilities

The Manager, Consumer Experience – Arrival Experience leads strategic initiatives to improve the arrival, check-in, and registration experience for patients and families across all Ascension facilities. This role combines strong ownership and ideation of initiatives to drive meaningful change across front-end operations. The ideal candidate brings structure to complex initiatives, aligns stakeholders around a shared arrival experience vision, and ensures execution through disciplined planning and change leadership.

This position will collaborate with stakeholders across Revenue Cycle, Ambulatory Services, Digital Experience, Security, and Operations to streamline workflows, elevate first impressions, and drive improvements in arrival and registration performance metrics.

• Lead cross-functional projects aimed at transforming the arrival experience to ensure timely, sustainable outcomes.
• Use data to define future-state consumer arrival journeys, identify pain points, and prioritize improvements.
• Partner with operational leaders and front-line teams to implement scalable solutions that improve check-in, registration, wait times, and hospitality practices.
• Develop detailed project plans, including timelines, milestones, resource needs, and stakeholder engagement strategies.
• Leverage consumer feedback, process data, and performance metrics to inform and refine arrival-focused initiatives.
• Collaborate with technology and digital teams to optimize pre-arrival and arrival tools (e.g., pre-registration, eCheck-in, kiosk, etc.).
• Design training resources and change management strategies to embed arrival best practices across diverse care settings.
• Champion a service-forward, hospitality-centered approach to first impressions and front-door operations.
• Assess and develop solutions and transformative change for existing experiences by driving results with measurable impact. Advocate for inclusive experiences across services, touchpoints, and processes.
• Partner with the Consumer Experience team to scope research activities, including user research, concept validation, usability testing, and market research. Stay abreast of industry and non-industry developments, emerging technologies, and consumer preferences to inform strategic decision-making and ensure alignment with evolving consumer needs.
• Ensure fluency at all levels of the organization on how to develop new experiences and use ideation techniques to drive creativity. Support the refinement of core curriculum related to experience development.
• Frame and communicate strategic visions and future state experiences by creating engaging presentations for varied audiences.
• Establish clear rationale, customer insights, root cause analysis, and feedback by garnering trust and confidence in design recommendations.

Requirements

Education:

• High School diploma equivalency with 3 years of cumulative experience OR Associate's
  degree/Bachelor's degree with 2 years of cumulative experience OR 7 years of applicable cumulative job specific experience required. 3 years of leadership or management experience preferred.

Additional Preferences

• Demonstrated experience leading complex, multi-stakeholder projects.
• Proven ability to map current-state and future-state experiences, align stakeholders on a shared vision, and manage execution through ambiguity.
• Background in healthcare, patient access, or high-volume consumer-facing operations preferred.
• Ability to lead change management efforts with senior leadership.
• Strong analytical and communication skills, with a focus on using data and stories to drive improvements in arrival and registration processes.
• Experience in hospitality, retail or customer service industries demonstrating a strong understanding of consumer engagement, service excellence and hospitality principles.
• Fluency in project management methodologies and tools, with a proven track record of successfully managing complex, consumer-facing projects from inception to completion.
• Demonstrated ability to lead teams in delivering exceptional customer service and fostering a culture of continuous improvement and consumer-first thinking.

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Why Join Our Team

Ascension associates are key to our commitment of transforming healthcare and providing care to all, especially those most in need. Join us and help us drive impact through reimagining how we can deliver a people-centered healthcare experience and creating the solutions to do it. Explore career opportunities across our ministry locations and within our corporate headquarters.

Ascension is a leading non-profit, faith-based national health system made up of over 134,000 associates and 2,600 sites of care, including more than 140 hospitals and 40 senior living communities in 19 states.

Our Mission, Vision and Values encompass everything we do at Ascension. Every associate is empowered to give back, volunteer and make a positive impact in their community. Ascension careers are more than jobs; they are opportunities to enhance your life and the lives of the people around you.

Equal Employment Opportunity Employer

Ascension will provide equal employment opportunities (EEO) to all associates and applicants for employment regardless of race, color, religion, national origin, citizenship, gender, sexual orientation, gender identification or expression, age, disability, marital status, amnesty, genetic information, carrier status or any other legally protected status or status as a covered veteran in accordance with applicable federal, state and local laws.

For further information, view the EEO Know Your Rights (English) poster or EEO Know Your Rights (Spanish) poster.

As a military friendly organization, Ascension promotes career flexibility and offers many benefits to help support the well-being of our military families, spouses, veterans and reservists. Our associates are empowered to apply their military experience and unique perspective to their civilian career with Ascension.

Pay Non-Discrimination Notice

Please note that Ascension will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Ascension will not solicit money or banking information from applicants.

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