Manager of Patient Experience

Centralus Health Mission

Our mission is to deliver high-quality care, empower our teams to success and improve the wellbeing of the communities we serve.

Job Summary

The Manager of Patient Experience is responsible for advancing a culture of patient- and family-centered care across Centralus Health. Working in close partnership with the Chief Experience Officer, this role leads the design, implementation, and evaluation of strategies that enhance human experience to include team members, the patient and, families. The position supports organizational priorities through data-informed improvement initiatives, leader coaching, and the integration of service excellence principles aligned with Centralus Health's mission, vision, and values.

Job Functions

• Lead the planning, development, and implementation of enterprise-wide patient experience initiatives that improve the experience of patients, families, and team members. *

• Analyze patient experience, grievance, and operational data to identify trends, barriers, and opportunities for improvement, and translate findings into actionable improvement strategies. *

• Contribute to the development, communication, and implementation of an enterprise-wide patient experience strategy. and improvement plans. Establish objectives and performance goals aligned with industry benchmarks and best practices for service lines and departments. *

• Serve as the subject matter expert for patient experience analytics and platforms, including interpreting, tracking, and reporting qualitative and quantitative data for leaders and executives, while training and coaching leaders to understand and apply data insights to improve outcomes. *

• Compiling and presenting reports for leadership, including executive‑level summaries of trends and anticipated changes. *

• Coach, support, and consult with leaders and teams to address performance gaps and improve patient experience metrics through sustainable action plans and performance improvement.

• Design, deliver, and implement patient experience education, training, and professional development programs aligned with the key drivers of experience and organizational priorities. *

• Collaborate in the design and sustainment of recognition and engagement initiatives that reinforce a culture of excellence.

• Demonstrate a consistent commitment to compassionate, empathetic, and responsive interactions that address the psychological and physical needs of team members, patients, families, and families.

• Provide leadership and oversight of Customer Service Attendant staff, ensuring compliance with performance management, onboarding, education, and operational requirements.

• Serve as a liaison between patients, families, and staff to support timely resolution of concerns and promote compassionate, empathetic interactions, and optimize the overall experience. *

• Perform other duties as required to support organizational goals and the patient experience.

Important Note:(*)indicates an essential function of the job as defined by the Americans with Disabilities Act (ADA). Essential functions are the core duties that are fundamental to the position and must be performed, with or without reasonable accommodation.(Do not erase: Keep this disclaimer on all job descriptions.)

Success Factors

• Thinks strategically while executing effectively to drive measurable improvements in patient experience.

• Brings clarity to complex data and helps leaders translate insights into action.

• Leads through influence and collaboration across diverse clinical and non-clinical teams.

• Advanced data analysis and interpretation skills to lead service improvement efforts and to create the credibility needed for interaction with leaders and team members.

• Demonstrates empathy, emotional intelligence, and a strong commitment to patient- and family-centered care.

• Continuously seeks improvement opportunities using evidence-based and best-practice methodologies.

• Must possess the ability to inspire and motivate others to promote the mission, vision, values and goals of Centralus Health.

Education / Experience Qualifications

Required:

• Bachelor's degree in Business, Healthcare Administration, Nursing, Organizational Development, Public Health, Industrial/Organizational Psychology, or related field.

• Minimum of 3 years of progressive experience in human experience, service excellence, or customer relations, preferably within a hospital or health system.

• Demonstrated success leading service improvement initiatives in complex healthcare environments.

• Certified Patient Experience Professional (CPXP) credential or attainment within three years of hire.

Preferred:

• Master's degree in a related field.

• Coaching or consulting experience.

Physical Requirements

• Typical office work environment.

• Ability to lift up to 15 pounds frequently and up to 30 pounds occasionally.

• Ability to remain at a workstation and move throughout the workplace as necessary, with or without reasonable accommodation.