Patient Experience Manager

Job Description

Leads the creation and execution of campus PX action plans by translating divisional and enterprise priorities into measurable local outcomes.

Participates in rounding to capture real-time feedback from patients and families and shares PX data during daily huddles to ensure care teams have visibility into patient experience outcomes.

Coaches and develops the care teams (all frontline staff including nurses, APPs, physicians, front-desk associates, technicians, social workers, and volunteers) through skills labs and real-time feedback.

Promotes a PX-first culture across the campus by celebrating wins, amplifying positive patient and family feedback, and recognizing frontline staff for their commitment to patient experience excellence to PX.

Fosters cross-departmental collaboration to embed PX strategies into daily operations, while gathering and integrating patient, family, and workforce feedback into planning and improvement efforts.

Co-designs improvement initiatives in partnership with patients, families, and the workforce, prepares leaders for presentations at monthly governance meetings, and consults with campus executive leadership to execute comprehensive PX priorities.

Knowledge, Skills, And Abilities

• Subject Matter Expert: Knowledgeable in PX best practices and in measurement of PX.
• PX Implementation: Skilled in driving PX action plans, tracking performance metrics, and proven record of driving PX performance.
• Feedback Utilization: Effective in gathering, synthesizing, and escalating patient, family, and workforce insights for continuous improvement.
• Coaching & Development: Strong ability to coach, mentor, and build the capabilities of campus frontline leaders through hands-on development (e.g., skills labs).
• Campus Advocacy & Collaboration: Builds relationships across campus departments and confidently represents PX perspectives in leadership settings.
• Campus Operational Acumen: Understands campus workflows, challenges, and priorities, connecting PX efforts to operational and patient care objectives.
• Stakeholder Engagement: Engages and influences diverse campus stakeholders and partners with divisional PX leaders for aligned goals and initiatives.
• Service Recovery & Issue Identification: Expert on service recovery, able to identify immediate concerns, recurring trends, and solution opportunities for improved

Education

• Bachelor's degree [Required]
• Master's degree [Preferred]

Work Experience

• 1+ years of healthcare/hospital experience [Required]
• 1+ years leadership experience [Preferred]
• Experience with process improvement methodologies such as Lean, Six Sigma, PDSA or Design Thinking [Preferred]

Additional Information

An equivalent combination of education and relevant work experience may be considered in lieu of the stated degree requirement: Bachelor’s degree AND 1+ year relevant experience [Required] OR Associates degree AND 3+ years relevant experience [Required] OR 5+ years relevant experience [Required]

Pay Range

$33.17 - $61.69