Program Manager, Patient Experience - Patient Experience - Full Time 8 Hour Days (Exempt) (Non-Union)

About the Role

The Patient Experience Program Manager possesses leadership skills, sound organizational and analytical skills, and actively engages with colleagues to coordinate and provide patient and family-centered care. This position supports the achievement of high-level patient satisfaction, employee engagement, and service excellence, and assists in the long-range planning and management of department activities.

Responsibilities

• Creates a positive, proactive patient and family experience for KMC patients.
• Develops and implements best-practice processes and procedures to improve the patient experience as measured by HCAHPS and other CAHPS surveys.
• Leads implementation of rounding programs and monitors program performance; works closely with Associate Administrator on strategic alignment across the organization.
• Translates patient experience strategy into scalable programs and initiatives, ensuring alignment with organizational goals, regulatory requirements, and patient-centered care principles.
• Owns end-to-end program lifecycles: planning, implementation, monitoring, and optimization, delivering programs on time, within scope, and within budget.
• Defines success metrics and KPIs for patient experience initiatives in collaboration with the data informatics team; tracks, analyzes, and reports program performance to leadership.
• Leads cross-functional teams and manages the Patient and Family Advisory Council as well as the online Patient and Family Advisory program.
• Recruits and develops patient and family advisory programs.
• Plans, designs, implements, and evaluates patient experience projects and programs.
• Serves as a department lead for programs and initiatives under the umbrella of patient experience.
• Analyzes operational and performance data, delivering actionable insights and clear reporting to inform strategic decisions.
• Manages program and project budgets and oversees invoice management.
• Provides direct supervision to assigned program staff and coordinates day-to-day operations.
• Performs other duties as assigned.

Requirements

• Bachelor’s degree in a related field (required).
• Master’s degree in Healthcare Administration or a related field (required).
• 3 years of experience in healthcare and/or hospitality, with demonstrated achievements in leading, implementing, improving, and maintaining patient/family satisfaction programs across the continuum of care (required).
• MHA Residency completed at Keck Medicine of USC may count toward work experience.
• Diplomatic approach to problem-solving.
• Excellent oral and written communication and analytical skills.
• Fire Life Safety Training (LA City) certification; if not held upon hire, must be obtained within 30 days and maintained (required within LA City only).

About the Organization

Keck Hospital of USC is a 343-bed acute care hospital providing exceptional and innovative care for complex medical and surgical conditions across a wide range of specialties. The hospital’s world-renowned physicians deliver compassionate, customized, patient-centered care and treat the most acutely ill patients with highly innovative techniques and treatment plans. As a leading academic medical center, hundreds of clinical trials are currently underway, offering patients access to novel and promising therapies generally not available elsewhere.

Pay

The salary range for this position is $84,365.00 – $138,330.00. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.