The Manager Patient Experience serves as a strategic leader and operational partner responsible for driving patient experience excellence across multiple facilities within the region. This role ensures alignment with organizational goals, oversees implementation of experience initiatives, and provides executive-level engagement with client leadership. The Manager Patient Experience influences decision-making, leads the client proactive partnership plan, executes cross-functional projects, and delivers measurable improvements in patient satisfaction and service recovery, while serving as a change agent for new initiatives.

Job Competencies:

Decision Making - Makes decisions by gathering, analyzing, and interpreting information; chooses the best course of action by establishing clear decision criteria, generating and evaluating alternatives, and making timely decisions.
Courage - Proactively confronts difficult issues and effectively participates in challenging conversations; makes hard choices and takes bold action in the face of opposition or fear. Refuses defeat.
Influencing - Uses effective persuasion techniques to gain acceptance of ideas and commitment to actions that support specific outcomes.
Coaching & Developing Others - Partners with individuals’ and supports their development of knowledge, skills, and abilities; empowers them to unlock their potential and maximize performance and growth knowing that developing you makes us better.
Emotional Intelligence - Establishes and sustains trusting relationships by accurately understanding and interpreting one’s own and others’ emotions and adapts behaviors to accomplish intended results.
Creating an Inclusive Environment - Makes decisions and initiates action to ensure that policies and business practices leverage the capabilities and insights of individuals with diverse backgrounds, cultures, styles, abilities, and motivation.

Essential Job Functions:

Strategic Leadership & Executive Presence

• Serves as the primary regional liaison for patient experience strategy, partnering with senior client leadership and internal stakeholders.
• Represents the Experience Team in executive-level meetings, presenting insights, recommendations, and progress reports.
• Influences organizational priorities and advocates for initiatives that enhance patient experience and operational performance.
• Recommends improvements to broader team workflows and evidence based best practice to elevate patient experience outcomes.

Program Oversight & Performance Management

• Leads regional implementation of patient experience programs, ensuring consistency and compliance with organizational standards.
• Develops and monitors KPIs, dashboards, and scorecards to track performance and identify opportunities for improvement.
• Educates and coaches both leaders and associates on creating and maintaining a customer-obsessed framework, service recovery processes and resolving escalated client concerns, ensuring timely resolution and root cause analysis.
• Assist with development and implementation of action plans to impact and influence patient experience improvements.

Data Analysis & Reporting

• Interprets complex data sets to identify trends, risks, and mitigation strategies.
• Prepares executive-level reports and presentations for internal and client leadership.
• Utilizes advanced and predictive analytics to drive decision-making and continuous improvement.

Project & Change Management

• Manages multiple regional projects, including strategic initiatives, technology adoption, and process enhancements, from integration and throughout life cycle of client.
• Facilitates collaboration across departments to ensure successful implementation of experience-related programs, creating an inclusive environment.
• Champions change management efforts to embed patient experience culture throughout the organization and in alignment with the client patient experience overall strategy.

Team Development & Collaboration

• Partners across the revenue cycle continuum of care and within Ensemble internal department to ensure a cohesive programmatic approach to customer obsessed service.
• Provides mentorship and guidance to onsite leaders and other team members in areas of patient and family/consumer experience.
• Fosters a culture of accountability, innovation, and excellence within the regional experience team.

Other Knowledge, Skills and Abilities:

• 5 - 7 years' experience in Healthcare 
• Keen attention to detail, self-motivated, and service-oriented 
• Ability to coach and develop others
• Strategic thinker and problem solver with the ability to be hands-on 
• Proficiency in Microsoft Excel, Word and PowerPoint 
• Travel is required, approximately 50%
• Demonstrated advanced usage of AI and the management of teams using AI to lean in to process and technological improvements, to include the exploration, experimentation, and application of AI
• This is a remote position; however, candidates must be willing and able to travel to and work onsite at client, temporary, or corporate office locations as business needs require

Required Certifications: 

• HFMA Certified Revenue Cycle Representative (CRCR) within 9 months of hire 
• Certified Patient Experience Professional (CPXP) within 12 months of hire

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