Manager of Patient Experience

About the role

The Manager of Patient Experience will lead and supervise a team of Patient Experience Specialists across multiple sites, oversee patient satisfaction programs, service recovery, and grievance resolution, analyze HCAHPS and patient experience data to identify trends and drive improvement initiatives, partner with clinical and operational leaders to strengthen person-centered care practices, support Planetree and Age Friendly Health System initiatives while promoting a culture of exceptional patient care.

Responsibilities

• Lead and supervise a team of Patient Experience Specialists across multiple sites
• Oversee patient satisfaction programs, service recovery, and grievance resolution
• Analyze HCAHPS and patient experience data to identify trends and drive improvement initiatives
• Partner with clinical and operational leaders to strengthen person-centered care practices
• Support Planetree and Age Friendly Health System initiatives while promoting a culture of exceptional patient care

Requirements

• Bachelor's degree in Healthcare Administration, Nursing, Public Health, or a related field (Master's preferred)
• 5+ years of patient experience, patient advocacy, healthcare operations, or related leadership experience within a hospital
• Experience with HCAHPS and patient satisfaction performance improvement initiatives
• Familiarity with Planetree principles and person-centered care models required

Compensation

$85,000 to $95,000