Manager Patient Experience

Job Summary

The Manager of Patient Experience reports to the Director of Patient Experience. In this role, they will supervise the PX Specialist Team and their day-to-day functions. They will oversee the Patient Satisfaction support system for services located throughout the hospital system, promoting service excellence with a person-centered care approach and team engagement.

This role supports the implementation and sustainability of Planetree International principles, Age-Friendly Health System initiatives (4Ms), and patient experience improvement strategies.

Responsibilities

• Manage, and supervise Patient Experience Specialists staff day to day volume and activities

• Maintain department tools, runs reports daily to ensure utilization and efficiency

• Monitor Daily Patient Feedback and provides monthly performance reports

• Drive sustainability of Age-Friendly Health System initiatives, including the 4Ms Framework (What Matters, Medication, Mentation, Mobility)

• Partner with nursing, physician leadership, and department heads to integrate patient experience best practices into daily operations

• Collaborate with PX Leadership to co-design strategic initiatives to improve patient satisfaction, engagement, and overall experience

• Analyze and manage patient satisfaction metrics (e.g., HCAHPS, NRC) to identify trends and opportunities

• Manage performance improvement projects to enhance service excellence and patient-centered outcomes

• Ensure alignment with regulatory, quality, and safety standards

• Manage patient advocacy functions, including grievance resolution and service recovery processes

• Ensure timely and compassionate responses to patient and family concerns

• Monitor trends in complaints and grievances to inform system-wide improvements

Qualifications

• Education: Bachelor’s degree required (Master’s preferred) in Healthcare Administration, Nursing, Public Health, or related field

• Experience: 5+ years of experience in patient advocacy, patient experience, project management, healthcare operations, or related field

• Experience: Experience with Person-Centered Care models and/or Planetree International preferred

• Experience: Experience with Age Friendly 4M Framework preferred

• Experience: Experience managing and coaching teams and leading performance improvement initiatives

Skills & Competencies

• Strong leadership, coaching, and team development skills

• Expertise in patient satisfaction data analysis and performance improvement

• Knowledge of Age-Friendly Health Systems and the 4Ms Framework

• Excellent communication, interpersonal, and conflict resolution skills

• Ability to influence change and collaborate across all levels of the organization

Core Competencies

• Person-Centered Care Leadership

• Service Excellence & Culture Transformation

• Data-Driven Decision Making

• Patient Advocacy & Relationship Management

• Equity and Compassion in Care Delivery