Manager of Patient Experience

Under the general supervision of the Chief Nursing Officer (CNO), the Patient Experience Manager provides management and oversight of the Patient Experience team, Language Services, Chaplaincy, and Volunteer program. The manager is responsible for developing and maintaining a culture of patient-centered care and service excellence within the hospital and collaborates with various departments to ensure continuous improvement in patient satisfaction. This role combines an understanding of change management principle, Performance Improvement, a proficiency in measurement and data interpretation, and an understanding of health services delivery and the clinical operating environment, to provide support to operating units in achieving excellence in the delivery of patient care. This role also emphasizes improving the overall patient experience through data-driven initiatives, staff training, and effective communication strategies. Collaborates with the Human Resources, and Department Directors/Managers to identify opportunities to enhance the patient experience.

Essential Functions

Quality and performance Improvement

• Lead high-impact transformation projects aimed at improving the patient experience using Lean, Six Sigma, and human-centered design approaches.
• Design and implement structured improvement systems that integrate voice-of-the-customer feedback, top-box performance metrics, and equity benchmarks.
• Collaborate with analytics teams to interpret HCAHPS, real-time feedback, and sentiment data to drive insight-led change.
• Engages with the Quality and Safety division. Manages clinical and patient experience data needs.
• Leads teams toward development and execution of successful improvement initiatives.
• Monitors overall performance metrics and communicates results to internal and external stakeholders.
• Responsible for achieving improved performance in all patient experience areas.
• Provides strategic and tactical guidance to leadership, staff, and physicians on service excellence and patient experience improvement.
• Advises leaders on evidence‑based strategies to engage frontline staff and providers.
• Participates with senior leaders in establishing short‑ and long‑range goals for patient and family experience development of Patient centered culture
• Aligns performance improvement initiatives with organizational priorities.
• Supports development of behavioral expectations, standards, standard work, and education related to patient experience.
• Analyzes survey findings and collaborates with leaders on action plans.
• Prepares results summaries for the Board of Directors and affiliate Boards.
• Develops and updates policies and procedures to support service excellence.
• Identifies barriers and collaborates to implement solutions.
• Integrates service excellence with organizational competencies and key priorities.
• Ensures compliance with regulatory expectations for patient grievances and complaints.
• Assists in developing reports submitted to regulatory and accrediting agencies (e.g., Department of Health, Joint Commission
  

Patient & Family Engagement

• Collaborates with leadership, patients, and families to develop and deploy a robust Patient and Family Advisor Program.
• Engages patients and families through:
• Focus groups.
• Experience shadowing projects.
• Advisory councils
• Defines the optimal patient experience and identifies required system and behavioral changes.
• Instills a culture of service excellence, hospitality, ownership, and accountability across the organization.
• Ensures integration of patient experience strategies with:
• Employee/caregiver engagement
• Resilience initiatives
• Diversity and inclusion efforts
  

Financial Management

• Prepares and obtains approval for budgets aligned with goals.
• Manages expenditures within agreed‑upon limits.
• Oversees vendor fee management related to patient experience measurement services.

Communication & Collaboration

• Supports dissemination of information for hospital‑ and system‑wide improvement efforts.
• Collaborates with executives and departments to address improvement opportunities.
• Facilitates and coaches’ improvement teams and supports implementation of tactics aligned with organizational priorities.

Strategic Planning

• Serve as a strategic advisor and thought partner to leaders in embedding Extraordinary Caring behaviors and operational excellence.
• Facilitate working sessions, learning collaboratives, and leadership retreats that build internal capability for patient-centered transformation.
• Mentor and coach team members in continuous improvement methodology and structured problem-solving.
• Build relationships with leaders across Quality, Nursing, Risk, and HR to align PX transformation with safety, culture, and accountability frameworks.
• Support storytelling through dashboards, executive reports, and presentations that clearly communicate performance, progress, and impact.
  

Core Leadership Competencies

• Leader Within: Self-awareness, emotional intelligence, and personal accountability.
• Communication and Relationship Building: Effective, empathetic communication, conflict resolution, and collaborative skills.
• Knowledge of the Healthcare Environment: Clinical expertise, regulatory understanding, and patient advocacy.
• Leadership: Strategic vision, mentorship, and change management.
• Business Skills and Principles: Financial management, strategic planning, and operational efficiency.
• Professionalism: Ethical practice, accountability, and continuous development.
• Team Development: Mentoring staff, delegating effectively, and fostering a supportive, diverse, and safe work culture.
• Adaptability: Responding to technological, regulatory, and financial shifts in healthcare.

Working Hours

Monday to Friday 9:00am to 5:00pm

24 hr responsibility for the unit of control

Must be willing to work holidays, weekends, and oversee the overnight shift as needed.

Other Duties

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Minimum Education/Certifications

• Bachelors required.
• Master Preferred, Health Administration, or related field
• High level of proficiency with Microsoft products, especially in Outlook, Word, PowerPoint, and Excel.

Minimum Work Experience

• At least 3-4 years of healthcare experience required and
• 2 years of management and leadership experience preferred.

Physical Requirements

Physically able to sit, stand, stoop, and walk for long periods of time. The team member will need to frequently assist lifting patients and equipment when working on the unit. Must be able to work in a stressful environment, work independently, and be capable of critical thinking, making sound decisions, detail oriented, alert, and self-motivated. Ability to push/pull up to 50lbs, carry and lift up to 50lbs.

Manager/Director____________________________________________________

HR_________________________________________________________

Employee signature below constitutes employee's understanding of the requirements, essential functions, and duties of the position.

Employee__________________________________ Date_____________

Position Title: Patient Experience Manager

Classification- Exempt