Type: Full-Time (75 hours bi-weekly)
Shift: Days
Hours: 9:00AM - 5:30PM
Pay: $85,000 - $95,000
Job Summary:The Manager of Patient Experience reports to the Director of Patient Experience. In this role, the Manager of Patient Experience will supervisor the PX Specialist Team and their day-to-day functions. They will oversee the Patient Satisfaction support system for services located throughout the hospital system, to promote service excellence with a person-centered care approach and team engagement. The Manager of Patient Experience will serve as a liaison between the PX Specialists and department management. This role supports the implementation and sustainability of Planetree International principles, Age-Friendly Health System initiatives (4Ms), and patient experience improvement strategies.
Responsibilities:- Leadership & Program Management
- Manage, and supervise Patient Experience Specialists staff day to day volume and activities
- Maintain department tools, runs reports daily to ensure utilization and efficiency. Monitors Daily Patient Feedback and provides monthly performance reports
- Manage system-wide Person-Centered Care initiatives aligned with Planetree International standards
- Drive sustainability of Age-Friendly Health System initiatives, including the 4Ms Framework (What Matters, Medication, Mentation, Mobility)
- Partner with nursing, physician leadership, and department heads to integrate patient experience best practices into daily operations
- Patient Experience Strategy & Improvement
- Collaborate with PX Leadership to co-design strategic initiatives to improve patient satisfaction, engagement, and overall experience
- Analyze and manage patient satisfaction metrics (e.g., HCAHPS, NRC) to identify trends and opportunities
- Manage performance improvement projects to enhance service excellence and patient-centered outcomes
- Ensure alignment with regulatory, quality, and safety standards
- Patient Advocacy & Service Recovery
- Manage patient advocacy functions, including grievance resolution and service recovery processes
- Ensure timely and compassionate responses to patient and family concerns
- Monitor trends in complaints and grievances to inform system-wide improvements
- Education & Culture Transformation
- Promote a culture of empathy, dignity, and respect through training and coaching of staff and leaders
- Facilitate workshops and educational sessions on person-centered care, age friendly and service excellence
- Support onboarding and ongoing competency development related to patient experience
- Collaboration & Engagement
- Partner with interdisciplinary teams to embed patient and family voice into care delivery
- Support Patient and Family Advisory Councils (PFACs) and other engagement initiatives
- Represent Patient Experience on organizational committees and strategic initiatives
Qualifications:- Education
- Bachelor's degree required (Master's preferred) in Healthcare Administration, Nursing, Public Health, or related field
- Experience
- 5+ years of experience in patient advocacy, patient experience, project management, healthcare operations, or related field
- Experience with Person-Centered Care models and/or Planetree International preferred
- Experience with Age Friendly 4M Framework preferred
- Experience managing and coaching teams and leading performance improvement initiatives
- Skills & Competencies
- Strong leadership, coaching, and team development skills
- Expertise in patient satisfaction data analysis and performance improvement
- Knowledge of Age-Friendly Health Systems and the 4Ms Framework
- Excellent communication, interpersonal, and conflict resolution skills
- Ability to influence change and collaborate across all levels of the organization
- Core Competencies
- Person-Centered Care Leadership
- Service Excellence & Culture Transformation
- Data-Driven Decision Making
- Patient Advocacy & Relationship Management
- Equity and Compassion in Care Delivery
