Position SummaryThe DUH Patient Experience Program Manager is responsible for leading initiatives that improve the overall patient experience across the DUH inpatient care platform. This role leverages patient visitor relation data and HCAHPS survey results, to identify opportunities, drive performance improvement, and foster a culture of patient-centered care. The Program Manager partners closely with clinical and operational teams to implement evidence-based strategies that enhance patient satisfaction and outcomes.
Key Responsibilities- Program Development & Implementation
- Design, implement, and manage patient experience improvement initiatives across inpatient units
- Align initiatives with organizational priorities, regulatory requirements, and best practices
- Lead cross-functional projects aimed at improving key patient experience domains
- Clinical Team Collaboration & Education
- Partner with nursing, physicians, and interdisciplinary care teams to drive engagement and accountability
- Facilitate education and training sessions focused on patient experience best practices
- Support unit-based leaders in developing and executing action plans
- Analyze PVR, HCAHPS, and other patient experience data to identify trends, gaps, and opportunities for improvement
- Develop actionable insights and present findings to leadership and frontline teams
- Monitor performance metrics and track progress toward organizational goals
- Collaborate with leadership to set goals and priorities for patient experience
- Lead continuous improvement efforts to improve patient experience scores
- Share best practices and success stories across the organization
Minimum QualificationsEducationWork requires communication, analytical, and organizational skills generally acquired through completion of a bachelor's degree program. Master's degree preferred in Healthcare Administration, Nursing, Public Health, or related field.
Experience- Work requires the ability to plan and administer programs and direct program activities within a specific functional area, generally acquired through four years of related experience. OR ANY OTHER EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE
- 3-5+ years of experience in healthcare, patient experience, quality improvement, or a related field
- Experience working with HCAHPS and/or patient experience data strongly preferred
- Analytical skills with the ability to translate data into actionable strategies
- Demonstrated experience leading cross-functional initiatives
Core Competencies- Strong facilitation skills with experience delivering training to interdisciplinary healthcare teams
- Project management and organizational skills
- Change management and performance improvement expertise
- Passion for patient-centered care and service excellence
- Data-driven decision making
Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.
