Manager of Patient Experience
- Bachelors degree in business administration, Health Administration, Organization Development, Management or related field, or equivalent combination of education and/or experience
- 3+ years of progressive human-centered experience in operations, service, and/or hospitality
- Strong knowledge of HCAHPS methodology, CMS regulations, and hospital operations
- Demonstrated success in developing and implementing experience improvement strategies that result in measurable outcomes
- Exceptional communication, facilitation, and relationship-building skills
- Proven ability to lead cross-functional teams and influence change at all levels of the organization,
- Proficient in Microsoft Office, data analytics tools, and performance improvement methodologies (such as Lean, Six Sigma, Change Management, Coaching)
- Master's degree preferred
- Leadership experience in managing teams essential
- Strategy & Planning
- Develops and communicates both short- and long-term plans aligned with hospital priorities and patient experience goals
- Anticipates future requirements; prepares for evolving patient expectations and regulatory trends
- Sets realistic priorities for patient/family-facing services, identifying resources and service models to meet objectives
- Encourages a culture that questions the status quo in favor of better patient outcomes
- Risk (Liability) Management
- Identifies potential risk exposures related to patient interactions and care environment
- Monitors services for compliance with evolving standards; implements changes that improve safety and service delivery
- Supports patient safety initiatives through education, awareness, and appropriate response systems
- Data & Analytics/ Evaluation and Control
- Conducts regular evaluations of patient experience initiatives and satisfaction metrics
- Reviews operational strategies for effectiveness and modifies them based on performance data
- Uses patient feedback to drive measurable improvements in care and communication
- Problem Solving and Decision-Making
- Uses data and feedback to identify service gaps or systemic issues affecting patient experience
- Applies analytical thinking and sound judgment to improve operational and service outcomes
- Effort and Initiative
- Proactively participates in hospital committees focused on quality, safety, and service excellence
- Takes the initiative to identify trends in patient satisfaction data and initiates responsive actions
- Objectivity
- Uses data-driven analysis in decision-making processes,
- Ensures that patient service evaluations and staff feedback are based on objective, job-related criteria,
- System & Regulatory Compliance
- Ensures all patient experience effort cordance with accreditation and regulatory standards (e.g.,CMS, Joint Commission)
- Budgeting and Economic Management
- Develops and monitors budgets related to patient experience initiatives
- Identifies cost-effective solutions that enhance patient care and service delivery
- Organization of Work
- Structures work processes to avoid crisis, promote efficiency, and deliver timely patient support
- Coordinates scheduling, resource allocation, and service prioritization to meet patient needs
- Credibility
- Demonstrates consistent performance and reliability; earns the trust of patients, staff, and leadership
- Maintains a professional demeanor and serves as a resource for others in understanding patient-centered care
- Management/Leadership Development
- Inspires and motivates teams to achieve a shared vision for patient experience
- Leads by example with integrity, compassion, and accountability
- Delegates effectively and holds staff accountable for outcomes and service standards
- Guides team members with honest feedback and positive reinforcement
- Encourages risk-taking and innovation among staff, fostering a culture of learning and improvement
- Shares decision-making authority and supports staff in leading patient experience initiatives
- Cultivates ownership and accountability in service delivery
- Encourages collaboration and team pride
- Resolves conflict constructively; celebrates team successes and individual contributions
- Conducts regular performance reviews; uses them to promote growth and address challenges
- Supports cross-training, continuing education, and personal development aligned with department goals
- Supervisory Control
- Manages recruitment, onboarding, scheduling, and performance evaluation of team members
- Ensures supervisory practices comply with employment law and HR policies
- Self-Development
- Actively seeks personal growth opportunities; reflects on outcomes to improve future performance
- Manages stress and models healthy behaviors for resilience and well-being
- Adapts leadership approach in response to organizational and environmental changes
- Maintains open communication during transitions and guides teams through periods of uncertainty
- Coordination/Collaboration
- Builds strong relationships across departments to align on patient experience strategies
- Maintains effective communication channels across teams and leadership levels
- Communicates clearly and compassionately with staff, patients, and leadership
- Prepares professional documents, reports, and presentations to support patient-centered initiatives
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