Patient Experience Manager

Job Summary

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. This role partners with hospital leadership, physicians, and frontline teams to strengthen communication, service behaviors, and accountability aligned with enterprise Vision and Values and HCAHPS performance standards. The Patient Experience Manager analyzes performance data, identifies improvement opportunities, and leads targeted initiatives that enhance patient satisfaction, reinforce service excellence, and support sustained operational results.

Essential Functions

• Executes enterprise-defined patient experience initiatives within the facility, ensuring alignment with organizational priorities and consistent application of standardized practices, tools, and protocols.
• 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.
• Partners with Education and Human Resources teams to align training programs, onboarding processes, and ongoing development efforts with enterprise-defined patient experience standards.
• Leads 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.
• Monitors and evaluates facility-level patient experience metrics, identifies performance trends and gaps, and collaborates with hospital and regional leadership to implement targeted improvement actions.
• Develops and delivers professional presentations, dashboards, and reports to hospital leadership and interdisciplinary teams to promote transparency, accountability, and measurable improvement.
• Leads and actively participates in patient experience-related performance improvement initiatives, including service recovery and quality improvement efforts, ensuring implementation and sustainment of approved practices.
• Guides hospital teams in applying enterprise-approved improvement frameworks to address patient experience gaps and sustain performance gains.
• Performs other duties as assigned.
• Maintains regular and reliable attendance.
• Complies with all policies and standards.
  
  

Leadership Responsibilities

Qualifications

• 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
• 2-4 years of experience in closely related field with Bachelor's degree required
• 2-4 years of previous leadership experience preferred
  
  

Knowledge, Skills and Abilities

• 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.
  
  

Licenses and Certifications

• 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