Manager Patient Experience, Patient Experience, FT, 8:30A-5P

Job Description - Manager Patient Experience, Patient Experience, FT, 8:30A-5P (161470)

Job Description

Manager Patient Experience, Patient Experience, FT, 8:30A-5P-161470

Baptist Health is the region''s largest not-for-profit healthcare organization, with 12 hospitals, over 29,000 employees, 4,500 physicians and 200 outpatient centers, urgent care facilities and physician practices across Miami-Dade, Monroe, Broward and Palm Beach counties. With internationally renowned centers of excellence in cancer, cardiovascular care, orthopedics and sports medicine, and neurosciences, Baptist Health is supported by philanthropy and driven by its faith-based mission of medical excellence. For 26 years, we''ve been named one of Fortune''s 100 Best Companies to Work For, and in the 2025-2026 U.S. News & World Report Best Hospital Rankings, Baptist Health was the most awarded healthcare system in South Florida, earning 63 high-performing honors.

What truly sets us apart is our people. At Baptist Health, we create personal connections with our colleagues that go beyond the workplace, and we form meaningful relationships with patients and their families that extend beyond delivering care. Many of us have walked in our patients'' shoes ourselves and that shared experience fuels out commitment to compassion and quality. Our culture is rooted in purpose, and every team member plays a part in making a positive impact - because when it comes to caring for people, we''re all in.

At Baptist Health, we're committed to supporting our employees at every stage of their journey, both personally and professionally. Our approach is rooted in a "grow our own" philosophy, designed to help our team members build meaningful, long-term careers with us, supported by benefits that make a real difference, including:

• Career growth and development opportunities, with clear pathways and ongoing support
• Comprehensive health and wellness resources that go beyond traditional benefits
• A wellness program that can help employees eliminate their medical plan deductible, reducing out-of-pocket healthcare costs
• Tuition reimbursement to support continued learning and advancement
• And so much more

Together, these benefits and others reflect our commitment to caring for our people, so they can build fulfilling careers with us while making a meaningful impact every day.

Description

Manager, Patient Experience drives a culture of patient/family-centered care by enhancing patient experience across the organization. Manages the overall operational, budgetary/financial task. Responsible to plan, evaluate, & improve processes/procedures efficiencies to enhance quality. Collaborates with leaders to develop innovative strategies that strengthen the culture of delivering memorable experiences. Manages the preparation & maintenance of department reporting. Prepares reports for leadership, as necessary, to track progress toward strategic goal accomplishment. Leads a team of professionals focused on supporting initiatives & improvement efforts to ensure the organization meets patient experience goals. Partners with leadership to ensure alignment with organizational strategies & participates in implementing initiatives across service lines. Leads employees using a performance management & development process that provides framework for employee contribution in goal setting, feedback, & professional development planning. Requires a dynamic, collaborative leader, who thrives on innovation & change. Constantly discovering/implementing ways to maintain, enhance & develop a culture around BHSF''s core values. Ability to lead direct reports and develop operational and capital budgets each fiscal year Estimated salary range for this position is $74100.20 - $96330.26 / year depending on experience.

Qualifications

Degrees:

• Bachelors.

Additional Qualifications:

• Relevant Bachelors degree required or 5+ years'' customer service or hospitality experience including minimum 2+ years supervisory experience, in-depth knowledge of customer service principles and industry best practices, including customer experience design(preferred).
• Proven skills in influencing, leading, and delegating.
• Strong group facilitation and conflict resolution skills.
• Ability to influence and unite individuals around a common goal.
• Efficient under pressure with the ability to exercise strategic decision-making and sound judgment.
• Ability to deliver impactful and persuasive presentations to broad audiences.
• Proficiency in MS Office applications, excellent oral, analytical, written communication and presentation skills.
• Strong negotiating skills with a win-win attitude and accountability.
• Bilingual preferred (English and Spanish).

Minimum Required Experience: 5 Years

Job

Non-Clinical and Administrative Customer Service

Primary Location

South Miami

Organization

South Miami Hospital

Schedule

Full-time

Job Posting

Aug 11, 2026, 9:30:00 AM

Unposting Date

Aug 20, 2026, 9:29:00 AM

EOE, including disability/vets