Job SummaryThe Patient & Family Experience Manager is responsible for providing operational leadership for the Patient & Family Experience Department. This position oversees the daily operations of the Patient Experience Representatives and Patient Experience Coaches, ensuring timely and compliant management of patient complaints and grievances in accordance with CMS, Joint Commission, and organizational standards. The Manager serves as a key resource for escalated patient concerns, monitors grievance response timeliness and resolution quality, and ensures that patient feedback is addressed consistently and effectively.
In addition to oversight of complaint and grievance operations, the Patient & Family Experience Manager leads the Patient Experience Coach team and provides proactive initiatives designed to improve patient satisfaction and organizational performance. This role analyzes data from Press Ganey surveys, patient comments, and operational metrics to identify trends, key drivers, and opportunities for improvement. The Manager partners closely with clinical and operational leaders to translate insights into actionable strategies that enhance the patient and family experience across the continuum of care. Serving as a liaison to interdisciplinary committees and supporting the Director of Patient & Family Experience on strategic priorities.
What you need?- Bachelors in Healthcare/Nursing/Public Health or related field
- 5+ years of experience in healthcare/patient experience
- Leadership experience
- Experience with regulatory compliance, grievance management, patient experience a strong plus
Core CompetenciesThese competencies reflect the values and behaviors expected of all Grady team members, regardless of role. They ensure that every employee contributes to safe, high-quality care, positive patient experience, and a collaborative work environment.
1.
Patient-Centered Care - Demonstrates a commitment to delivering safe, compassionate, and high-quality care that prioritizes the well-being and satisfaction of patients and their families.
2.
Integrity & Accountability - Acts ethically, maintains confidentiality, and accepts responsibility for actions, decisions, and outcomes.
3.
Collaboration & Teamwork - Builds positive relationships, works effectively across departments, and supports colleagues to achieve shared goals.
4.
Communication - Communicates clearly, respectfully, and effectively with patients, families, colleagues, and leadership.
5.
Respect & Inclusion - Creates an inclusive environment by valuing diversity, treating others with dignity, and ensuring equitable care and opportunities for all.
6.
Quality & Safety - Adheres to best practices, regulatory standards, and policies to ensure safe, reliable, and high-quality outcomes.
7.
Adaptability & Resilience - Responds effectively to change, remains flexible in dynamic situations, and demonstrates resilience under pressure.
8.
Continuous Improvement - Seeks opportunities to improve processes, skills, and outcomes through innovation, learning, and feedback.
9.
Leadership & Professionalism - Inspires, guides, and develops individuals and teams while modeling professionalism, fairness, and transparency.
10.
Employee Experience Focus - Champions a supportive and engaging employee journey that enables staff to thrive and, in turn, deliver exceptional patient care.
Grady Total RewardsAt Grady, we believe in supporting the health, well-being, and growth of every team member. Our
Total Rewards package is designed to provide competitive pay and comprehensive benefits that make a difference in your life and career, including:
- Health & Wellness: Medical, dental, vision, and prescription drug coverage.
- Financial Security: Retirement savings plans with employer contributions, life insurance, and disability coverage.
- Work-Life Balance: Paid time off, holidays, and family leave benefits.
- Career Growth: Tuition reimbursement, professional development programs, and opportunities for advancement.
- Employee Support: Employee Assistance Program (EAP), wellness initiatives, and discounts on services.
Grady's Total Rewards are designed to ensure our employees feel valued, supported, and empowered, both at work and beyond.
