Patient Experience Manager - Nursing Administration

Role SummaryThe Patient Experience Manager serves as a strategic leader and coach for clinical and operational excellence across Howard University Hospital. This role partners closely with nursing, clinical, and operational leaders to advance patient experience strategy, improve care delivery, and elevate patient satisfaction outcomes.Acting as a liaison between frontline teams and executive leadership, the Manager translates patient feedback and performance data into actionable improvement initiatives aligned with organizational values, quality standards, and regulatory expectations.What You’ll DoAnalyze patient experience data (HCAHPS, Press Ganey, complaints, real-time feedback) to identify trends, risks, and improvement opportunitiesServe as the primary patient experience consultant to assigned clinical departments and service linesLead patient experience improvement initiatives using evidence-based quality improvement methodologiesPartner with nursing and operational leaders to develop and implement unit-based patient experience improvement plansConduct root cause analyses and support resolution of complex patient complaints and adverse experience eventsDevelop and deliver education, coaching, and training on patient-centered care, communication, and service recoveryChampion organizational patient experience frameworks and service excellence standardsEngage patients and families through interviews, advisory councils, and advocacy effortsPrepare dashboards, reports, and recommendations for executive leadership and clinical teamsMonitor key performance indicators and support achievement of organizational patient experience goalsPerform other duties as assigned, appropriate to the role and departmentRequired Qualifications, Education & ExperienceBachelor’s degree in Healthcare Administration, Nursing, Public Health, Business Administration, or a related fieldMinimum of 3–5 years of healthcare experience, preferably in patient experience, quality improvement, clinical operations, or service excellenceExperience working in an acute care hospital environment in close partnership with nursing and clinical teamsMinimum of one (1) year of leadership, project oversight, or supervisory experienceKnowledge, Skills, and AbilitiesIn-depth knowledge of patient experience principles, including HCAHPS methodology and CMS value-based programsWorking knowledge of quality improvement methodologies such as Lean, Six Sigma, or PDSAUnderstanding of healthcare regulatory and accreditation standards (CMS, Joint Commission)Strong analytical skills with the ability to translate data into actionable insightsExcellent written and verbal communication skills across multidisciplinary audiencesDemonstrated coaching, facilitation, and change management capabilityCultural competence and understanding of health equity principles in care deliveryAbout Howard University HospitalWith over 150 years of caring for our community, Howard University Hospital is a nationally recognized academic medical center and the nation’s only teaching hospital located on the campus of a Historically Black University. HUH is committed to excellence in patient-centered care, education, research, and service.What We OfferA mission-driven academic medical center environment with opportunities to impact patient experience at the enterprise levelCollaboration with clinical, operational, and executive leadership to drive measurable improvementsA comprehensive benefits package (details provided during the recruitment process)Pay ScheduleGrade: HA3-20**Salary Range:** $118,969 – $190,351FLSA Status:** ExemptUnion Status:** Non-UnionThis position is primarily administrative with frequent interaction in clinical care areas. Work hours may include evenings or weekends as needed to support operational and patient experience initiatives.Compliance StatementsCulture of Care / Just Culture: Howard University Hospital supports a Just Culture that promotes learning, safe systems, and accountability to improve patient safety.Promotes adherence to the Health Sciences Compliance Program, Code of Ethics, and Standards of ConductCompletes annual and periodic mandatory compliance training, including HIPAA Privacy trainingMaintains confidentiality of patients, families, and staffEqual Opportunity Employer: Howard University Hospital is an Equal Opportunity Employer.

Salary : $118,969 - $190,351