Patient Experience Manager HRS-798

About the role

The Patient Experience Manager provides organizational leadership for the development, implementation, evaluation, and sustainability of a comprehensive Patient Experience Program designed to improve the patient, family, and visitor experience across the organization.

Responsibilities

• Leads the development, implementation, evaluation, and sustainability of the organization’s Patient Experience Program to promote a culture of patient- and family-centered care, service excellence, transparency, and patient engagement.

• Coordinates and oversees organization-wide patient experience initiatives designed to improve patient satisfaction, patient engagement, and Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) performance.

• Promotes a culture of service excellence, compassion, accountability, transparency, and patient-centered care through leadership collaboration, patient engagement, staff education, performance improvement initiatives, service recovery, and data-driven decision making.

• Partners with hospital leadership, medical staff, and operational departments to develop, implement, and monitor improvement strategies targeting key HCAHPS domains including communication with nurses, communication with physicians, responsiveness of staff, care transitions, discharge communication, and overall patient perception of care.

• Leads routine patient rounding initiatives to proactively identify concerns, recognize opportunities for service excellence, and enhance the patient and family experience.

• Provides real-time service recovery by addressing patient and family concerns in a timely, professional, and compassionate manner while coordinating resolution with appropriate departments and leadership.

• Establishes and maintains therapeutic and professional rapport with patients and families to better understand patient needs, identify opportunities for improvement, and communicate findings to organizational leaders.

• Serves as a primary liaison between patients, families, visitors, physicians, staff, and leadership to facilitate effective communication and resolution of concerns.

• Oversees the intake, investigation, documentation, tracking, and resolution of patient complaints and grievances in accordance with organizational policies and regulatory requirements.

• Collaborates with departmental leadership to ensure patient grievances are investigated, resolved, and responded to within required regulatory timeframes and in compliance with Centers for Medicare & Medicaid Services (CMS) requirements.

• Maintains and oversees complaint and grievance tracking systems to identify trends, monitor performance, and support organizational improvement initiatives.

• Maintains accurate documentation, data tracking, and reporting systems to support regulatory compliance, organizational accountability, and continuous performance improvement.

• Develops and presents reports, dashboards, and summaries related to patient experience performance, complaint trends, service recovery activities, and improvement initiatives for leadership teams and committees.

• Partners with departments to develop, implement, and monitor service improvement action plans based on patient feedback, complaint trends, rounding findings, and survey results.

• Utilizes performance improvement methodologies and patient experience data to support organizational initiatives related to communication, responsiveness, patient-centered care, and service excellence.

• Provides education, coaching, and mentorship to staff, providers, and leaders regarding communication techniques, patient-centered care practices, service excellence behaviors, and patient experience standards.

• Develops, coordinates, and facilitates patient experience education and training programs for new employees, providers, leaders, and department teams.

• Mentors and supports departments in utilizing patient feedback and performance metrics to improve service delivery and patient satisfaction outcomes.

• Develops, leads and facilitates the Patient and Family Advisory Council (PFAC) and other patient engagement initiatives designed to strengthen patient and family partnerships within the organization.

• Coordinates opportunities for patients and families to participate in organizational improvement initiatives, committees, feedback forums, and patient engagement activities.

• Promotes patient rights, transparency, compassionate communication, and patient-centered decision-making throughout the organization.

• Collaborates with Quality, Risk Management, Nursing, Medical Staff, and operational leaders to identify, address, and resolve patient experience concerns and opportunities for improvement.

• Prepares and presents reports for committees and leadership summarizing patient feedback, grievances, complaints, compliments, patient engagement initiatives, and improvement efforts.

• Supports organizational initiatives aimed at improving patient experience, quality outcomes, patient safety, workforce engagement, and organizational culture.

• Ensures processes related to patient complaints, grievances, service recovery, and patient feedback comply with CMS Conditions of Participation (CoPs), CAHPS survey requirements, patient rights regulations, and applicable regulatory standards.

• Assists patients and families in navigating hospital services, care transitions, and organizational resources to promote a positive patient experience.

• Serves as an organizational resource and subject matter expert regarding patient experience, service excellence, and patient-centered care initiatives.

Qualifications

• Highly self-motivated, communicative and passionate about the organization’s success.

• Exceptional verbal and written communication skills for mediating sensitive situations.

• Ability to remain calm and compassionate under pressure, handling difficult, high-stress conversations.

• Strong understanding of patient rights and healthcare privacy regulations (i.e., HIPAA).

• Strong critical thinking to address patient issues promptly.

Skills

• Excellent interpersonal skills for interacting with patients and co-workers.

Education and Experience

• Bachelor's Degree in a related field or equivalent combination of education and experience required.

• Two (2) years previous experience in patient experience or customer service required.

• Must have implemented or led a patient experience program with positive metric growth.

• Certified Patient Experience Professional (CPXP) preferred.