Manager, Patient Experience

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
• 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
• Promote a culture of empathy, dignity, and respect through training and coaching of staff and leaders
• Facilitate workshops and educational sessions on person-centered care, age friendly and service excellence
• Support onboarding and ongoing competency development related to patient experience
• Partner with interdisciplinary teams to embed patient and family voice into care delivery
• Support Patient and Family Advisory Councils (PFACs) and other engagement initiatives
• Represent Patient Experience on organizational committees and strategic initiatives

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