Patient Experience Manager

Role

The Patient Experience Manager leads facility-wide efforts to improve patient perception of care and service reliability by driving adoption of standardized patient experience practices and performance expectations.

About the role

Executes enterprise-defined patient experience initiatives within the facility, ensuring alignment with organizational priorities and consistent application of standardized practices, tools, and protocols.

Responsibilities

• Serves as the primary operational resource for hospital leadership and staff regarding patient experience standards, HCAHPS performance expectations, and Service High Reliability Organization (HRO) principles.
• Provides hands-on coaching to department leaders, managers, and frontline staff to reinforce empathy, service excellence, accountability, and consistent implementation of patient-centered behaviors.
• Promotes transparency, accountability, and measurable improvement through professional presentations, dashboards, and reports to hospital leadership and interdisciplinary teams.
• Ledges onboarding and structured training sessions for leaders and staff to reinforce enterprise Vision, Values, and patient-centered care expectations.
• Maintains systems and processes that ensure leaders and staff have access to patient experience data, tools, and resources necessary to support performance improvement efforts.
• Maintains regular and reliable attendance.
• Complies with all policies and standards.

Requirements

• Bachelor's Degree in relevant field required or Four (4) plus years of direct experience in lieu of a Bachelor's degree required
• Master's Degree preferred
• Two to four (2-4) years of experience in closely related field with Bachelor's degree required
• Two to four (2-4) years of previous leadership experience preferred

Qualifications

• Strong leadership, organizational, and communication skills
• Ability to collaborate with interdisciplinary teams and manage cross-functional relationships
• Foster a positive work environment that promotes teamwork, professionalism, and continuous improvement
• Communicate effectively with leadership, team members, and stakeholders
• Ability to work effectively with others, delegate responsibilities, and independently manage tasks while meeting established deadlines
• Problem-solving and critical thinking skills
• In depth knowledge of industry best practices and regulatory compliance (if applicable)
• Strong organizational and time management skills
• Proficiency with Google and Microsoft platforms, healthcare software systems, and data analysis tools

Skills and Abilities

• Current active licensure in a clinical discipline (e.g., Registered Nurse or equivalent healthcare credential) required
• Certified Patient Experience Professional (CPXP) obtained within 12 months of hire required

Benefits

Competitive Compensation – Salary and benefits package designed to reward your expertise, leadership, and contributions.
Comprehensive Health Coverage – Medical, dental, vision, and life insurance options to support you and your family.
Future Security – 401(k) retirement plan with employer matching to help you build long-term financial stability.
Generous Paid Time Off – Paid Time Off (PTO) and Extended Illness Bank (EIB) to support work-life balance and personal well-being.
Career Growth Opportunities – Professional development, leadership training, and advancement opportunities across our organization.
Recognition & Reward Programs – We celebrate employee achievements and contributions to our success.
Exclusive Employee Discounts & Perks – Access to special savings and benefits designed for our team members.

Pay

N/A

Schedule

Day Shift