Manager, Patient Experience & PMO

LifeMD•Greenville, SC

About The Position

We are seeking an experienced and strategic Manager of Patient Experience and Project Management Office (PMO) to lead initiatives that enhance patient-centered care while driving organizational projects to successful completion. This role serves as a critical bridge between clinical, operational, and administrative teams, ensuring that patient experience priorities are embedded into enterprise-wide projects and process improvements. The ideal candidate brings a strong background in patient experience, proven success in cross-functional leadership, and the ability to manage complex projects in a healthcare environment.

Requirements

Bachelor’s degree in Healthcare Administration, Business Administration, Project Management, or a related field
Proven background in patient experience leadership within a healthcare setting
Demonstrated success managing cross-functional, enterprise-wide initiatives
Experience establishing or leading a Project Management Office (PMO) or managing complex project portfolios
Strong knowledge of healthcare operations, patient satisfaction metrics, and service excellence frameworks
Proficiency in project management tools and methodologies (e.g., Agile, Waterfall, Lean, Six Sigma)
Exceptional communication, facilitation, and stakeholder management skills
Strong analytical, organizational, and problem-solving abilities
Ability to influence without authority and navigate complex organizational structures

Nice To Haves

Master’s degree preferred
Project Management Professional (PMP) or equivalent
Lean Six Sigma (Green Belt or Black Belt)
Certified Patient Experience Professional (CPXP)

Responsibilities

Lead and advance patient experience strategies aligned with organizational goals and quality standards
Analyze patient feedback, satisfaction data, and experience metrics to identify trends and improvement opportunities
Partner with clinical and operational leaders to design and implement patient-centered initiatives
Oversee service recovery processes and ensure timely resolution of patient concerns
Promote a culture of empathy, accountability, and continuous improvement across the organization
Establish and manage PMO standards, tools, and methodologies to support organizational initiatives
Lead and oversee cross-functional projects from initiation through execution and closure
Ensure projects are delivered on time, within scope, and aligned with strategic priorities
Facilitate collaboration among clinical, operational, IT, and administrative stakeholders
Track project performance, risks, dependencies, and outcomes, providing regular executive-level reporting
Support change management efforts related to patient experience and operational improvement initiatives