Manager Patient Experience | Main | Days

Regular full-time position, 80 hours every two weeks, day shift.

About the Role

The Manager, Patient Experience leads patient experience initiatives, operational improvement projects, and organizational strategies designed to enhance patient experience, quality of care, service excellence, and operational efficiency. This role identifies process improvement opportunities, manages cross-functional projects, analyzes patient feedback and performance metrics, and drives sustainable change to improve the patient and family experience. The Manager collaborates with clinical and non-clinical leaders to develop, implement, evaluate, and enhance programs supporting organizational goals, regulatory compliance, and a culture of patient-centered care.

Responsibilities

• Champion a culture of passion and commitment for patients and families by collaborating with leaders, providers, and staff to develop, implement, evaluate, and enhance programs and services that improve care quality, safety, and patient experience.
• Ensure organizational compliance with patient experience surveys in accordance with CMS regulatory requirements; maintain accuracy and compliance in managing patient protected health information (PHI) and reporting of patient experience performance.
• Create and deliver reports and presentations to leadership teams; facilitate work and progress of teams to produce desired outcomes, strategies, and accountability tools; develop curriculum and facilitate training for leaders and staff.
• Utilize the organization’s purpose, pillars, and values, feedback, observations, and stories to engage and inspire leaders and teams.
• Serve as a subject matter expert and central resource for patient experience information; maintain knowledge of industry standards, organizational policies, and regulatory requirements; complete relevant policy updates and communication; manage survey updates.
• Lead and manage designated direct reports within the Patient Experience department.
• Manage vendor contracts and relationships; maximize utilization of consultative services and value optimization; partner with multidisciplinary teams to evaluate and implement service offerings; oversee the patient survey distribution process, including monitoring sampling methodology, return rates, and relevance of survey questions.
• Monitor and analyze patient experience data; identify trends and recommend actionable plans to improve outcomes.
• Implement service recovery processes and ensure timely resolution of patient concerns.
• Promote a culture of excellence by establishing and sustaining education, coaching, and recognition programs.
• Facilitate patient and family advisory council meetings and lead associated programs and projects.
• Utilize process mapping, workflow redesign, root cause analysis, and improvement workshops to identify opportunities for efficiency, waste reduction, enhanced patient flow, and improved access to care.
• Develop and maintain performance dashboards and reports to monitor improvement initiatives; ensure sustainability through ongoing monitoring and accountability.
• Manage multiple projects simultaneously through initiation, implementation, evaluation, and maintenance stages; develop project charters, timelines, work plans, budgets, and communication strategies.
• Build strong relationships with clinical and operational leaders to drive organizational change.
• Support employee engagement initiatives that impact patient and team member experience.
• Represent the department and organization to internal and external customers; communicate respectfully and effectively with others.
• Perform other duties as assigned.

Requirements

• Bachelor’s degree in Healthcare Administration, Business Administration, Nursing, Public Health, Organizational Leadership, or a related field.
• Minimum of 3 years of experience in healthcare operations, patient experience, project management, process improvement, or performance excellence.

Qualifications

• Master’s degree (preferred).
• Coaching certification (preferred).
• Certified Patient Experience Professional (CPXP) (preferred).

Pay

Base hiring salary range: $90,758.62 – $145,213.79 annually (midpoint: $117,986.20). Actual salaries may vary depending on factors including skills and experience. This range is one component of the total rewards/compensation package offered.

About the Organization

A career at Onvida Health is more than just a job. It’s an opportunity to make a difference in the lives of those in our shared community. As part of our team, you’ll contribute to improving the health and well-being of everyone in southwestern Arizona. We believe in progress with purpose, matching innovation with kindness and integrity. Our values drive better outcomes for patients and a better experience for all. We’re looking for people who approach each day with possibility, a drive to improve, and a commitment to kindness.

Location

Yuma Medical Center, Yuma, Arizona. Yuma, recognized as the Sunniest City on Earth by Guinness World Records, offers a welcoming, tight-knit community with access to outdoor activities, cultural festivals, and the beauty of a desert oasis. It provides easy access to larger cities and popular destinations, balancing a fulfilling career with personal adventures.

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