Manager of Patient Experience & Advocacy

About the role

The Manager of Patient Experience & Advocacy provides operational oversight and strategic planning for a unified vision of patient experience that supports compassionate, respectful, and coordinated care for patients and their families. The role creates an environment that promotes dignity, comfort, safety, and ease of access, ensuring patients feel informed, supported, and valued throughout their care journey. It also advances a culture of inclusion and accessibility for individuals of all backgrounds and abilities.

Responsibilities

• Provide operational oversight and strategic planning for a unified patient‑experience vision.
• Create and maintain an environment that promotes dignity, comfort, safety, and ease of access for patients and families.
• Ensure patients feel informed, supported, and valued throughout their care journey.
• Advance a culture of inclusion and accessibility for individuals of all backgrounds and abilities.
• Oversee planning, staffing, and day‑to‑day operations of key patient‑facing entry points, including screening processes, information desks, front‑entry support, and visitor access/authorization systems.
• Align first and ongoing points of contact with patient‑centered standards to deliver a consistently positive care experience.
• Provide oversight for Volunteer Services as part of the broader patient‑experience strategy.
• Collaborate with the Director of Patient Experience to align volunteer engagement with organizational priorities.
• Guide recruitment and coordination efforts for volunteers and support staff who manage volunteers.
• Evaluate volunteer program effectiveness to ensure alignment with evolving patient‑experience goals.
• Supervise the Lead Patient and Family Advocate, providing administrative oversight, performance management, operational support, and alignment of advocacy services with departmental and organizational goals.
• Design and implement human‑experience, education, and coaching initiatives that strengthen service behaviors and reinforce a culture of patient‑centered care.
• Support employees and volunteers in delivering meaningful, compassionate interactions that elevate the overall patient experience.
• Note: Direct supervision or professional practice oversight of Patient and Family Advocates is managed by the System‑level Patient Experience Manager.

Qualifications

Education

• Bachelor’s degree related to the health‑care field preferred, or equivalent work experience.

Experience

• At least two years of experience working with patients and families or volunteers in a clinical setting (required).
• Supervisory experience in a health‑care or other service‑industry setting preferred, including experience in customer‑service‑related roles.
• Additional experience in clinical quality, process improvement, or project management in an acute‑care hospital setting is highly desirable.