Patient Experience Manager

Job description

Job Summary The Patient Experience Manager leads facility-wide efforts to improve patient perception of care and service reliability by driving adoption of standardized patient experience practices and performance expectations. This role partners with hospital leadership, physicians, and frontline teams to strengthen communication, service behaviors, and accountability aligned with enterprise Vision and Values and HCAHPS performance standards. The Patient Experience Manager analyzes performance data, identifies improvement opportunities, and leads targeted initiatives that enhance patient satisfaction, reinforce service excellence, and support sustained operational results. Essential Functions: - Executes enterprise-defined patient experience initiatives within the facility, ensuring alignment with organizational priorities and consistent application of standardized practices, tools, and protocols. - Serves as the primary operational resource for hospital leadership and staff regarding patient experience standards, HCAHPS performance expectations, and Service High Reliability Organization (HRO) principles. - Provides hands-on coaching to department leaders, managers, and frontline...