Patient Experience Manager

About the Role

NorthBay Health is seeking a Patient Experience Manager to support and advance a culture of service excellence, patient-centered care, and compassionate communication across the health system. This role serves as a liaison between patients, families, clinical teams, and operational leaders to improve the overall patient experience and drive measurable improvements in patient satisfaction and engagement outcomes. The manager utilizes data analytics, rounding, complaint resolution, staff coaching, and education to identify opportunities and implement strategies that enhance the patient and family experience.

Responsibilities

• Patient Experience Leadership
  • Promote a culture of patient-centered care aligned with the organization's mission, vision, values, and service standards
  • Conduct proactive patient rounding to identify concerns, recognize excellence, and improve patient experience
  • Serve as a resource for leaders and staff regarding best practices in patient engagement and communication
  • Partner with operational and clinical leaders to implement patient experience initiatives and action plans
• Patient Advocacy & Service Recovery
  • Respond to patient and family concerns, complaints, and grievances in a timely and professional manner
  • Facilitate service recovery efforts and collaborate with interdisciplinary teams to resolve issues effectively
  • Identify trends in patient concerns and recommend system-level improvements
  • Support compliance with regulatory requirements related to patient rights and grievance management
• Data Analysis & Performance Improvement
  • Monitor and analyze patient experience metrics, including HCAHPS, Press Ganey, and other patient feedback data
  • Prepare reports, dashboards, and presentations for leadership and departmental review
  • Identify improvement opportunities and support action planning to achieve patient experience goals
  • Participate in quality improvement projects utilizing Lean, PDSA, or other performance improvement methodologies
• Education & Staff Development
  • Assist in developing and delivering training programs focused on communication, empathy, service excellence, and patient-centered care
  • Coach leaders and frontline staff on behaviors that positively influence patient experience outcomes
  • Support onboarding and ongoing education related to organizational service standards
• Collaboration & Engagement
  • Collaborate with nursing, physicians, ancillary departments, and administrative leaders to improve care delivery and patient satisfaction
  • Participate in interdisciplinary committees and patient experience councils
  • Support recognition programs that celebrate staff contributions to exceptional patient care and service

Required Qualifications

• Bachelor's degree in nursing, Healthcare Administration, Social Work, Public Health, or related healthcare field
• Minimum three (3) years of healthcare experience
• Experience working directly with patients and families in acute care, ambulatory, or healthcare setting
• Minimum 3 years of progressively responsible experience in healthcare administration/patient experience
• Prior leadership or supervisory experience required
• Experience in developing and implementing business strategies and plans that align with organizational goals
• Strong analytical, problem-solving, strategic thinking, critical thinking, decision modeling, and organizational skills
• Proficiency in Excel, PowerPoint, Word, and other relevant software tools
• Ability to work in a collaborative team environment
• Excellent written and oral communication skills; must be able to produce examples of written reports
• Ability to prepare and present high-level presentations; must be able to produce examples of presentations and related support materials
• Advanced analytical, critical-thinking, and problem-solving skills to assess complex issues and develop solutions
• Advanced interpersonal and leadership skills to lead and work collaboratively with multi-disciplinary, cross-functional teams
• Excellent organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously
• Physical requirements: ability to move throughout hospital and clinic environments, frequent interaction with patients/families/physicians/staff, ability to sit/stand/walk/use computer equipment for extended periods, occasional lifting supplies, squatting, and standing
• Attendance is an essential function of the job, remotely or in-person

Preferred Qualifications

• Master's degree in nursing, Healthcare Administration, Organizational Leadership, Public Health, Business Administration, or related fields
• Certification in Patient Experience (CPXP) or willingness to obtain within two years
• Experience in patient experience, quality improvement, service excellence, healthcare operations, or performance improvement initiatives
• Experience with patient satisfaction measurement tools, including HCAHPS and Press Ganey
• A clinically experienced healthcare professional with a master's degree who combines compassionate patient advocacy with strong analytical and relationship-building skills

Success Measures

• Improvement in patient satisfaction and experience metrics
• Timely resolution of patient concerns and grievances
• Increased leader and staff engagement in patient experience initiatives
• Successful implementation of service excellence and patient-centered care strategies
• Positive feedback from patients, families, staff, and leadership

About NorthBay Health

NorthBay Health is an independent, nonprofit health system serving the Napa, Solano, and Yolo County regions. We are expanding access to care across our communities through two acute-care hospitals, including a Level II Trauma Center and a Level III NICU maternity unit, along with a cancer center, urgent care locations, and a growing network of primary and specialty care clinics. We provide advanced services in cardiovascular care, neuroscience, orthopedics, surgery, and outpatient specialties. NorthBay Health is nationally recognized for quality care, including Magnet with Distinction designation for nursing and multiple U.S. News and World Report high-performing recognitions. We are committed to being the trusted healthcare partner of choice and offer an environment where employees can grow, contribute meaningfully, and support the health of our communities.

Values

Demonstrates NorthBay Health's True North Values: Nurture Care, Own It, Respect Relationships, Build Trust, and Hardwire Excellence. These values guide behavior, accountability, teamwork, and commitment to high-quality patient care.