Manager Patient Experience Full Time Days

Patient Experience Manager

The Patient Experience Manager plays a critical role in enhancing patient and family satisfaction by developing, implementing, and sustaining best practices in patient-centered care. This position actively engages staff, leaders, and executives to drive a culture of excellence through coaching, education, and data-driven performance improvement initiatives. This position observes and provides real-time coaching on patient experience communication techniques, both verbal and non-verbal, ensuring consistency in service delivery. Additionally, they consult with leadership and/or corporate to develop and implement strategic initiatives that improve patient engagement across the continuum of care. The Patient Experience Manager rounds daily in patient care units, proactively addressing concerns, facilitating problem resolution, and overseeing service recovery efforts serving as a liaison between patients and the care team, as needed. They develop and lead training programs, incorporating adult learning principles to educate staff on Purposeful Hourly Rounding, Bedside Shift Report, AIDET, and other key patient experience strategies. This position chairs the Patient Experience Committee and Patient and Family Advisory Committee collaborating with leadership on process improvement efforts and ensures corporate initiatives are successfully implemented. The Patient Experience Manager pulls data, identifies, trends, tracks progress, and develops targeted interventions to enhance the patient experience by analyzing key performance data such as HCAHPS, OASCAHPS, outpatient, ER, and call light reports. By utilizing change management expertise, they support cultural transformation by mentoring leaders and staff in best practices for patient and family engagement. This role requires a strategic and innovative approach to ensure measurable improvements in patient satisfaction, aligning all efforts with the hospital's overall mission and objectives. Demonstrates Service Excellence at all times. Other duties as assigned.