Patient Experience Manager

About the role

The Manager of Patient Experience will lead Centralus Health’s enterprise‑wide initiatives to create a culture of patient‑ and family‑centered care. Working closely with the Chief Experience Officer, this role designs, implements, and evaluates strategies that improve experiences for patients, families, and team members.

Key responsibilities

• Plan, develop, and roll out patient experience programs across the organization.
• Analyze patient experience, grievance, and operational data to identify trends and develop actionable improvement plans.
• Contribute to the creation and communication of an enterprise‑wide patient experience strategy.
• Serve as subject‑matter expert for patient experience analytics, producing qualitative and quantitative reports for leaders and executives.
• Coach and consult with leaders and teams to close performance gaps and sustain metric improvements.
• Design and deliver education, training, and professional development aligned with experience drivers.
• Collaborate on recognition and engagement initiatives that reinforce a culture of excellence.
• Provide oversight for Customer Service Attendant staff, ensuring compliance with performance and onboarding standards.
• Act as liaison between patients, families, and staff to resolve concerns promptly.

Required profile

• Proven experience leading patient‑experience or customer‑experience initiatives in a healthcare setting.
• Strong analytical mindset with ability to translate data into improvement strategies.
• Demonstrated coaching and leadership skills, capable of influencing senior leaders.
• Excellent communication and interpersonal abilities to engage diverse stakeholders.
• Commitment to compassionate, empathetic service delivery.

Required skills

What we offer

• Opportunity to shape patient experience across a large health system.
• Collaboration with senior leadership and cross‑functional teams.
• Competitive benefits and professional development resources.