What are the responsibilities and job description for the Manager, Patient Experience position at St. Claire HealthCare?
UK St. Claire
Professional
Full Time, Days, Monday - Friday 8:00 AM - 5:00 PM
Posted 12/03/2025
Req # 5217
Responsible for leading initiatives to enhance patient, family, and team member experience across the enterprise. Collaborates with operational leaders, faculty, and staff to develop and implement strategic engagement and recognition programs. Oversees patient relations, manages complaints and grievances, and ensures compliance with regulatory standards. Develops and delivers training, supports process improvement, and facilitates feedback from patients, families, and advisors. Supervises front-line operations and consults with leadership to drive a culture of patient- and family-centered care.
Essential Functions
Bachelor’s degree in healthcare administration, business administration, or a related field
Experience Requirement
4-5 years of experience in healthcare administration, business administration, or a relevant area
An equivalent combination of education and experience may be considered.
All experience must be paid and in the same related field.
Part-time and PRN experience will be prorated based on hours worked per week.
Volunteer work and internships for academic credit are not counted.
Certifications & Licensures
N/A
Working Conditions
Lifting, pushing, and/or pulling objects up to 50lbs: 2. Occasional ( Lifting, pushing, and/or pulling objects over 50lbs: 1. Never Standing or walking with objects up to 10lbs: 3. Intermittent (10% - 50% of the time) Standing or walking with objects up to 25lbs: 2. Occasional ( Sitting at computer workstation for extended periods: 3. Intermittent (10% - 50% of the time) Risk of back injury from moving, lifting or positioning patients, equipment, or materials: 2. Occasional ( Repetitive motion: 3. Intermittent (10% - 50% of the time) Working at heights above 4 feet: 1. Never Working in confined spaces: 1. Never Risk of injuries from use of equipment on the job: 2. Occasional ( Job-related travel: 2. Occasional ( Loud noises: 1. Never Temperature extremes: 1. Never Hazardous chemicals and fumes including waste: 1. Never Radiation: 1. Never Burns: 1. Never Cuts/Punctures: 2. Occasional ( Bloodborne/airborne pathogens: 2. Occasional ( Recombinant DNA or viral vectors: 1. Never Combative/violent people: 2. Occasional ( Animal handling (including carcasses): 1. Never Please specify other(s) and amount of exposure (i.e. Occasional, Intermittent or Regular): N/A
Physical Demands
This position requires intermittent sitting at a computer workstation for extended periods of time; performing tasks with intermittent repetitive motion (such as typing or documentation); intermittent standing or walking with objects weighing up to 10 pounds; occasional standing or walking with objects up to 25 pounds; and occasional lifting, pushing, and/or pulling objects weighing up to 50 pounds. Also involves occasional risk of back injury from moving, lifting, or positioning patients or equipment; occasional risk of injuries from use of equipment; occasional risk of cuts/punctures; and occasional exposure to bloodborne or airborne pathogens.
- Administration
Professional
Full Time, Days, Monday - Friday 8:00 AM - 5:00 PM
Posted 12/03/2025
Req # 5217
Responsible for leading initiatives to enhance patient, family, and team member experience across the enterprise. Collaborates with operational leaders, faculty, and staff to develop and implement strategic engagement and recognition programs. Oversees patient relations, manages complaints and grievances, and ensures compliance with regulatory standards. Develops and delivers training, supports process improvement, and facilitates feedback from patients, families, and advisors. Supervises front-line operations and consults with leadership to drive a culture of patient- and family-centered care.
Essential Functions
- Serves as a change agent to create and spread a uniform approach across the facility.
- Assists in planning, execution, integration, and implementation of patient and family centered care initiatives system-wide.
- Manages operations of the Volunteer Services Team and Patient Liaisons.
- Collaborates with leaders, families, and staff to solve complex problems and improve patient care and experience.
- Develops, implements, and monitors patient experience programs, policies, and procedures, incorporating input from patients and families.
- Leads and coordinates patient and family advisor councils, focus groups, and related initiatives to enhance engagement and feedback.
- Supervises and develops team members, providing performance management, support, and leadership to ensure high-quality outcomes.
- Monitors compliance with policies, regulations, and value-based metrics, analyzes data trends, and provides insights and recommendations for improvement.
- This role includes direct supervisory responsibilities.
- Performs other duties as assigned.
Bachelor’s degree in healthcare administration, business administration, or a related field
Experience Requirement
4-5 years of experience in healthcare administration, business administration, or a relevant area
An equivalent combination of education and experience may be considered.
All experience must be paid and in the same related field.
Part-time and PRN experience will be prorated based on hours worked per week.
Volunteer work and internships for academic credit are not counted.
Certifications & Licensures
N/A
Working Conditions
Lifting, pushing, and/or pulling objects up to 50lbs: 2. Occasional (
This position requires intermittent sitting at a computer workstation for extended periods of time; performing tasks with intermittent repetitive motion (such as typing or documentation); intermittent standing or walking with objects weighing up to 10 pounds; occasional standing or walking with objects up to 25 pounds; and occasional lifting, pushing, and/or pulling objects weighing up to 50 pounds. Also involves occasional risk of back injury from moving, lifting, or positioning patients or equipment; occasional risk of injuries from use of equipment; occasional risk of cuts/punctures; and occasional exposure to bloodborne or airborne pathogens.