Patient Experience Program Manager

Job Summary and Responsibilities

As a Patient Experience Program Manager, you will foster a patient-centered culture, guiding staff to enhance the patient journey and improve satisfaction. Your role drives improvements in communication, empathy, and service.

Every day you will conduct training, coach individually, and facilitate workshops on patient experience best practices. You'll analyze feedback, identify improvements, and collaborate on strategies to address patient needs.

To be successful, you need exceptional communication/interpersonal skills and a deep understanding of patient experience principles and healthcare operations.

Key Responsibilities

• Understands/communicates the linkage between positive patient experience and business performance, including the roles that pricing, service offerings, physician referrals and brand identity play in determining where patients seek care and as a source of competitive differentiation/advantage.
• Oversees the patient/family advisory council and serves as liaison between the assigned VMFH entity and the local community to support organizational commitment to actions/outcomes focused on the patient experience and a holistic patient‑centric culture.
• Serves as advisory resource and subject matter expert to help the organization better understand and assimilate patient experience concepts/best practices and related organizational goals for continuous frontline improvements.
• Gathers data/metrics/reports from various internal/external resources to prepare for management presentations with respect to patient experience‑related results and recommendations.
• Prepares graphs, tables, charts, diagrams, storyboard/presentations and reports from various data sources to describe and summarize patient and staff satisfaction data and measures that will provide insight in identifying potential improvement areas; interprets and presents data to key stakeholders, including administration, department heads and clinical and non‑clinical managers; identifies, interprets, and reports trends.
• Creates relevant outcome measures; evaluates results/outcomes of assigned initiatives/interventions and communicates results in collaboration with department managers and/or executive leadership.

Job Requirements

Required

• Bachelor's degree in business administration, organizational development or a healthcare-related field and four years of related work experience that demonstrates the attainment of the requisite job knowledge, skills/abilities or any equivalent combination of education and experience which provides the required knowledge, skills and abilities to perform the essential functions of the position.

Preferred

• Strong data analysis skills.
• Experience leading process improvement work.
• Previous supervisory / leadership experience.
• Excellent communication skills, comfortable with public speaking, teaching / leading presentations.

Pay Range

$63.10 - $93.87 /hour

We are an equal opportunity/affirmative action employer.