Clinical Program Manager

Patient Experience Program ManagerAt Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.Pursue your passion for caring with Duke University Hospital in Durham, North Carolina, which is consistently ranked among the best in the United States. The largest of the four Duke Health hospitals with 1062 patient beds, it features comprehensive diagnostic and therapeutic facilities, including a regional emergency/trauma center, an endo-surgery center, and more.Position SummaryThe DUH Patient Experience Program Manager is responsible for leading initiatives that improve the overall patient experience across the DUH inpatient care platform. This role leverages patient visitor relation data and HCAHPS survey results, to identify opportunities, drive performance improvement, and foster a culture of patient-centered care. The Program Manager partners closely with clinical and operational teams to implement evidence-based strategies that enhance patient satisfaction and outcomes.Key ResponsibilitiesProgram Development & ImplementationDesign, implement, and manage patient experience improvement initiatives across inpatient unitsAlign initiatives with organizational priorities, regulatory requirements, and best practicesLead cross-functional projects aimed at improving key patient experience domainsClinical Team Collaboration & EducationPartner with nursing, physicians, and interdisciplinary care teams to drive engagement and accountabilityFacilitate education and training sessions focused on patient experience best practicesSupport unit-based leaders in developing and executing action plansData Analysis & InsightsAnalyze PVR, HCAHPS, and other patient experience data to identify trends, gaps, and opportunities for improvementDevelop actionable insights and present findings to leadership and frontline teamsMonitor performance metrics and track progress toward organizational goalsCollaborate with leadership to set goals and priorities for patient experiencePerformance ImprovementLead continuous improvement efforts to improve patient experience scoresShare best practices and success stories across the organizationMinimum QualificationsEducationWork requires communication, analytical, and organizational skills generally acquired through completion of a bachelor's degree program. Master's degree preferred in Healthcare Administration, Nursing, Public Health, or related field.ExperienceWork requires the ability to plan and administer programs and direct program activities within a specific functional area, generally acquired through four years of related experience. OR ANY OTHER EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE3–5+ years of experience in healthcare, patient experience, quality improvement, or a related fieldExperience working with HCAHPS and/or patient experience data strongly preferredAnalytical skills with the ability to translate data into actionable strategiesDemonstrated experience leading cross-functional initiativesCore CompetenciesStrong facilitation skills with experience delivering training to interdisciplinary healthcare teamsProject management and organizational skillsChange management and performance improvement expertisePassion for patient-centered care and service excellenceData-driven decision makingDuke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy related conditions), sexual orientation or military status.Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.