Manager Patient Experience, Patient Experience, FT, 8:30A-5P

Baptist Health is the region's largest not-for-profit healthcare organization, with 12 hospitals, over 29,000 employees, 4,500 physicians, and 200 outpatient centers, urgent care facilities, and physician practices across Miami-Dade, Monroe, Broward, and Palm Beach counties. With internationally renowned centers of excellence in cancer, cardiovascular care, orthopedics and sports medicine, and neurosciences, Baptist Health is supported by philanthropy and driven by its faith-based mission of medical excellence. For 26 years, we've been named one of Fortune's 100 Best Companies to Work For, and in the 2025-2026 U.S. News & World Report Best Hospital Rankings, Baptist Health was the most awarded healthcare system in South Florida, earning 63 high-performing honors.

About the Role

Manager, Patient Experience drives a culture of patient/family-centered care by enhancing patient experience across the organization. Manages the overall operational, budgetary, and financial tasks. Responsible for planning, evaluating, and improving processes and procedures to enhance quality. Collaborates with leaders to develop innovative strategies that strengthen the culture of delivering memorable experiences. Manages the preparation and maintenance of department reporting. Prepares reports for leadership to track progress toward strategic goal accomplishment. Leads a team of professionals focused on supporting initiatives and improvement efforts to ensure the organization meets patient experience goals. Partners with leadership to ensure alignment with organizational strategies and participates in implementing initiatives across service lines. Leads employees using a performance management and development process that provides a framework for employee contribution in goal setting, feedback, and professional development planning.

Requires a dynamic, collaborative leader who thrives on innovation and change. Constantly discovers and implements ways to maintain, enhance, and develop a culture around BHSF's core values. Ability to lead direct reports and develop operational and capital budgets each fiscal year.

Responsibilities

• Drive a culture of patient/family-centered care by enhancing patient experience across the organization
• Manage overall operational, budgetary, and financial tasks
• Plan, evaluate, and improve processes and procedures to enhance quality
• Collaborate with leaders to develop innovative strategies for delivering memorable experiences
• Prepare and maintain department reporting and track progress toward strategic goals
• Lead a team focused on supporting initiatives and improvement efforts
• Partner with leadership to align with organizational strategies and implement initiatives across service lines
• Use performance management and development processes for employee growth
• Develop operational and capital budgets each fiscal year

Requirements

• Relevant Bachelor’s degree required or 5+ years' customer service or hospitality experience, including a minimum of 2+ years supervisory experience
• In-depth knowledge of customer service principles and industry best practices, including customer experience design (preferred)
• Proven skills in influencing, leading, and delegating
• Strong group facilitation and conflict resolution skills
• Ability to influence and unite individuals around a common goal
• Efficient under pressure with strategic decision-making and sound judgment
• Ability to deliver impactful and persuasive presentations to broad audiences
• Proficiency in MS Office applications
• Excellent oral, analytical, written communication, and presentation skills
• Strong negotiating skills with a win-win attitude and accountability
• Bilingual preferred (English and Spanish)
• Minimum 5 years of required experience

Benefits

At Baptist Health, we’re committed to supporting our employees at every stage of their journey, both personally and professionally. Our approach is rooted in a “grow our own” philosophy, designed to help our team members build meaningful, long-term careers with us, supported by benefits that make a real difference, including:

• Career growth and development opportunities, with clear pathways and ongoing support
• Comprehensive health and wellness resources that go beyond traditional benefits
• A wellness program that can help employees eliminate their medical plan deductible, reducing out-of-pocket healthcare costs
• Tuition reimbursement to support continued learning and advancement

Pay

Estimated salary range for this position is $74,100.20 - $96,330.26 per year depending on experience.