Patient Experience - Program Manager

About the role

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. The DUH Patient Experience Program Manager is responsible for leading initiatives that improve the overall patient experience across the DUH inpatient care platform. This role leverages patient visitor relation data and HCAHPS survey results to identify opportunities, drive performance improvement, and foster a culture of patient-centered care. The Program Manager partners closely with clinical and operational teams to implement evidence-based strategies that enhance patient satisfaction and outcomes.

About Duke University Hospital

Pursue your passion for caring with Duke University Hospital in Durham, North Carolina, which is consistently ranked among the best in the United States. The largest of the four Duke Health hospitals with 1,062 patient beds, it features comprehensive diagnostic and therapeutic facilities, including a regional emergency/trauma center and an endo-surgery center.

Responsibilities

• Program Development & Implementation: Design, implement, and manage patient experience improvement initiatives across inpatient units. Align initiatives with organizational priorities, regulatory requirements, and best practices. Lead cross-functional projects aimed at improving key patient experience domains.
• Clinical Team Collaboration & Education: Partner with nursing, physicians, and interdisciplinary care teams to drive engagement and accountability. Facilitate education and training sessions focused on patient experience best practices. Support unit-based leaders in developing and executing action plans.
• Data Analysis & Insights: Analyze PVR, HCAHPS, and other patient experience data to identify trends, gaps, and opportunities for improvement. Develop actionable insights and present findings to leadership and frontline teams. Monitor performance metrics and track progress toward organizational goals. Collaborate with leadership to set goals and priorities for patient experience.
• Performance Improvement: Lead continuous improvement efforts to improve patient experience scores. Share best practices and success stories across the organization.

Requirements

• Bachelor’s degree required; Master’s degree preferred in Healthcare Administration, Nursing, Public Health, or related field.
• 4+ years of related experience in planning and administering programs, or an equivalent combination of relevant education and/or experience.
• 3–5+ years of experience in healthcare, patient experience, quality improvement, or a related field.
• Experience working with HCAHPS and/or patient experience data strongly preferred.
• Analytical skills with the ability to translate data into actionable strategies.
• Demonstrated experience leading cross-functional initiatives.

Skills

• Strong facilitation skills with experience delivering training to interdisciplinary healthcare teams.
• Project management and organizational skills.
• Change management and performance improvement expertise.
• Passion for patient-centered care and service excellence.
• Data-driven decision making.