Manager of Patient Experience

Essential Functions

• Lead high-impact transformation projects aimed at improving the patient experience using Lean, Six Sigma, and human-centered design approaches.
• Design and implement structured improvement systems that integrate voice-of-the-customer feedback, top-box performance metrics, and equity benchmarks.
• Collaborate with analytics teams to interpret HCAHPS, real-time feedback, and sentiment data to drive insight-led change.
• Engages with the Quality and Safety division.
• Manages clinical and patient experience data needs.
• Ledges teams toward development and execution of successful improvement initiatives.
• Makes sure overall performance metrics are monitored and communicated to internal and external stakeholders.
• Provides strategic and tactical guidance to leadership, staff, and physicians on service excellence and patient experience improvement.
• Advises leaders on evidence-based strategies to engage frontline staff and providers.
• Participates with senior leaders in establishing short- and long-range goals for patient and family experience development.
• Aligns performance improvement initiatives with organizational priorities.
• Serves as a strategic advisor and thought partner to leaders in embedding Extraordinary Caring behaviors and operational excellence.
• Facilitate working sessions, learning collaboratives, and leadership retreats that build internal capability for patient-centered transformation.
• Mentor and coach team members in continuous improvement methodology and structured problem-solving.
• Supports storytelling through dashboards, executive reports, and presentations that clearly communicate performance, progress, and impact.

Financial Management

• Prepares and obtains approval for budgets aligned with goals.
• Manages expenditures within agreed-upon limits.
• Oversees vendor fee management related to patient experience measurement services.

Communication & Collaboration

• Supports dissemination of information for hospital- and system-wide improvement efforts.
• Collaborates with executives and departments to address improvement opportunities.
• Facilitates and coaches' improvement teams and supports implementation of tactics aligned with organizational priorities.

Strategic Planning

• Serve as a strategic advisor and thought partner to leaders in embedding Extraordinary Caring behaviors and operational excellence.
• Facilitate working sessions, learning collaboratives, and leadership retreats that build internal capability for patient-centered transformation.
• Mentor and coach team members in continuous improvement methodology and structured problem-solving.
• Supports storytelling through dashboards, executive reports, and presentations that clearly communicate performance, progress, and impact.

Core Leadership Competencies

• Leader Within: Self-awareness, emotional intelligence, and personal accountability.
• Communication and Relationship Building: Effective, empathetic communication, conflict resolution, and collaborative skills.
• Knowledge of the Healthcare Environment: Clinical expertise, regulatory understanding, and patient advocacy.
• Leadership: Strategic vision, mentorship, and change management.
• Business Skills and Principles: Financial management, strategic planning, and operational efficiency.
• Professionalism: Ethical practice, accountability, and continuous development.
• Team Development: Mentoring staff, delegating effectively, and fostering a supportive, diverse, and safe work culture.
• Adaptability: Responding to technological, regulatory, and financial shifts in healthcare.