Customer Engagement Manager

Fairview Health Services•St. Paul, MN

About The Position

The Customer Engagement Manager provides strategic leadership for customer engagement programs and initiatives that elevate patient, family, employee, and community voice across the organization. The role partners with operational and system leaders to define business needs, design feedback strategies, facilitate inclusive engagement, and translate insights into actionable recommendations to improve customer experience, access, equity, and operational performance. The position leads and maintains engagement programs, manages feedback activities and related data tools, analyzes findings, and advises leaders on how to apply customer voice to decisions and improvements. It also supports Patient Family Advisors and helps teams establish standard processes for using customer perspectives in continuous improvement, while maintaining privacy, HIPAA, compliance, regulatory, and database standards.

Requirements

Bachelor’s degree in business or a healthcare-related field, or an equivalent combination of experience and education.
7+ years’ experience managing and supporting operational excellence and/or customer engagement strategies, including department-level, multi-department, site, service-line, or system work.
Outstanding communication and presentation skills.
Proven ability to develop resources and tools that drive efficiency.
Experience supporting highly complex projects in partnership with staff, supervisors, managers, directors, system directors, vice presidents, senior executives, and C-suite executives.
Proven ability to manage effectively in a complex business environment.
Efficiency in building and managing online databases and surveys and creating analysis reports to support complex, multi-department strategic projects.
Proficiency with regulatory and safety guidelines for volunteer programming in healthcare and adherence to process and compliance reporting.

Nice To Haves

Healthcare compliance and regulatory experience.
Volgistics Database, SharePoint, healthcare, and management in a LEAN setting.
Experience developing automation, bots, tools, and resources to drive efficiency.
Project Management, Lean, or related certification.

Responsibilities

Lead Customer Engagement programs that advance a human-centered culture and integrate patient, family, employee, and community perspectives into operational and strategic decisions.
Consult with operational leaders to define business needs and learning objectives and recommend suitable customer feedback methods, including advisory councils, focus groups, listening sessions, interviews, surveys, user testing, patient panels, and workgroup participation.
Plan, coordinate, and facilitate inclusive customer feedback activities aligned with actionable improvement opportunities.
Facilitate feedback opportunities with non-English-speaking patients and families in partnership with interpreter services and operational teams.
Develop and maintain Customer Engagement programs that prioritize operational and transformation requests, align feedback approaches to business needs, and support improvement across departments, service lines, and system initiatives.
Manage surveys, databases, reporting tools, and outcome tracking to support strategy, evaluate engagement effectiveness, and inform complex initiatives.
Analyze feedback reports, survey results, listening-session themes, and engagement outcomes to identify trends, barriers, opportunities, and shared learnings.
Advise leaders and teams on findings, recommended actions, and ways to apply customer voice to practices, projects, policies, and service improvements.
Support leaders, providers, and departments in implementing standard processes to incorporate customer voice into decision-making and continuous improvement.
Support recruitment, onboarding, recognition, and ongoing engagement of Patient Family Advisors while maintaining privacy, HIPAA, compliance, regulatory, and database standards.
Monitor voice and insight tracking to ensure feedback is analyzed, catalogued, shared, and leveraged across the organization; escalate barriers, gaps, and resource needs as appropriate.
Partner with multidisciplinary teams to improve patient experience, satisfaction, access, equity, and operational performance.
Support Customer Experience priorities through leader training, program support, facilitation, documentation, and other strategic or ad hoc initiatives as assigned.