Program Manager of Patient Experience
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Job Location:
Las Cruces, NM - USA
Monthly Salary:
Not Disclosed
Posted on:
4 days ago
Vacancies:
1 Vacancy
Department:
Job Summary
Why Join Us
- Competitive Compensation
- Comprehensive Medical Dental Vision & Life Insurance
- Generous Paid Time Off & Extended Illness Bank
- Matching 401(k) Retirement Plan
- Opportunities for Career Grown & Advancement
- Recognition & Reward Programs
Exclusive Discounts & Perks*
Job Summary
The Patient Experience Manager leads facility-wide efforts to improve patient perception of care and service reliability by driving adoption of standardized patient experience practices and performance expectations. This role partners with hospital leadership physicians and frontline teams to strengthen communication service behaviors and accountability aligned with enterprise Vision and Values and HCAHPS performance standards. The Patient Experience Manager analyzes performance data identifies improvement opportunities and leads targeted initiatives that enhance patient satisfaction reinforce service excellence and support sustained operational results.
Essential Functions
- Executes enterprise-defined patient experience initiatives within the facility ensuring alignment with organizational priorities and consistent application of standardized practices tools and protocols.
- Serves as the primary operational resource for hospital leadership and staff regarding patient experience standards HCAHPS performance expectations and Service High Reliability Organization (HRO) principles.
- Provides hands-on coaching to department leaders managers and frontline staff to reinforce empathy service excellence accountability and consistent implementation of patient-centered behaviors.
- Partners with Education and Human Resources teams to align training programs onboarding processes and ongoing development efforts with enterprise-defined patient experience standards.
- Leads onboarding and structured training sessions for leaders and staff to reinforce enterprise Vision Values and patient-centered care expectations.
- Maintains systems and processes that ensure leaders and staff have access to patient experience data tools and resources necessary to support performance improvement efforts.
- Monitors and evaluates facility-level patient experience metrics identifies performance trends and gaps and collaborates with hospital and regional leadership to implement targeted improvement actions.
- Develops and delivers professional presentations dashboards and reports to hospital leadership and interdisciplinary teams to promote transparency accountability and measurable improvement.
- Leads and actively participates in patient experience-related performance improvement initiatives including service recovery and quality improvement efforts ensuring implementation and sustainment of approved practices.
- Guides hospital teams in applying enterprise-approved improvement frameworks to address patient experience gaps and sustain performance gains.
- Performs other duties as assigned.
- Maintains regular and reliable attendance.
- Complies with all policies and standards.
Leadership Responsibilities/Qualifications
- Bachelors Degree in relevant field required or
- Four (4) plus years of direct experience in lieu of a Bachelors degree required
- Masters Degree preferred
- 2-4 years of experience in closely related field with Bachelors degree required
- 2-4 years of previous leadership experience preferred
Knowledge Skills and Abilities
- Strong leadership organizational and communication skills.
- Ability to collaborate with interdisciplinary teams and manage cross-functional relationships.
- Foster a positive work environment that promotes teamwork professionalism and continuous improvement.
- Communicate effectively with leadership team members and stakeholders.
- Ability to work effectively with others delegate responsibilities and independently manage tasks while meeting established deadlines.
- Problem-solving and critical thinking skills.
- In depth knowledge of industry best practices and regulatory compliance (if applicable).
- Strong organizational and time management skills.
- Proficiency with Google and Microsoft platforms healthcare software systems and data analysis tools.
Licenses and Certifications
- Current active licensure in a clinical discipline (e.g. Registered Nurse or equivalent healthcare credential) required
- Certified Patient Experience Professional (CPXP) obtained within 12 months of hire required
INDLEAD
Required Experience:
Manager
Key Skills
- Project Management Methodology
- Project / Program Management
- Program Management
- Management Experience
- Microsoft Powerpoint
- Project Management
- Microsoft Project
- Budgeting
- DoD Experience
- Leadership Experience
- Supervising Experience
- Contracts
About Company
For more than 40 years, CHS has been developing and operating healthcare delivery systems committed to helping people get well and live healthier.
