Manager, Patient Experience

Responsible for leading initiatives to enhance patient, family, and team member experience across the enterprise. Collaborates with operational leaders, faculty, and staff to develop and implement strategic engagement and recognition programs. Oversees patient relations, manages complaints and grievances, and ensures compliance with regulatory standards. Develops and delivers training, supports process improvement, and facilitates feedback from patients, families, and advisors. Supervises front-line operations and consults with leadership to drive a culture of patient- and family-centered care.

Essential Functions:
• Serves as a change agent to create and spread a uniform approach across the facility.

• Assists in planning, execution, integration, and implementation of patient and family centered care initiatives system-wide.
• Manages operations of the Volunteer Services Team and Patient Liaisons.
• Collaborates with leaders, families, and staff to solve complex problems and improve patient care and experience.
• Develops, implements, and monitors patient experience programs, policies, and procedures, incorporating input from patients and families.
• Leads and coordinates patient and family advisor councils, focus groups, and related initiatives to enhance engagement and feedback.
• Supervises and develops team members, providing performance management, support, and leadership to ensure high-quality outcomes.
• Monitors compliance with policies, regulations, and value-based metrics, analyzes data trends, and provides insights and recommendations for improvement.
• This role includes direct supervisory responsibilities.
• Performs other duties as assigned.

Education Requirement:
Bachelor's degree in healthcare administration, business administration, or a related field

Experience Requirement:
4-5 years of experience in healthcare administration, business administration, or a relevant area

An equivalent combination of education and experience may be considered.
All experience must be paid and in the same related field.
Part-time and PRN experience will be prorated based on hours worked per week.
Volunteer work and internships for academic credit are not counted.

Certifications & Licensures:
N/A

Working Conditions:
A. Lifting, pushing, and/or pulling objects up to 50lbs: 2. Occasional (