Manager, Patient Experience
About The Position
At Logan Health, we believe exceptional care goes beyond clinical excellence, it’s about how patients feel, how they’re heard, and how we show up in their most vulnerable moments. We’re looking for a strategic, compassionate leader to elevate the patient experience across our organization and help shape a culture where empathy, communication, and service excellence thrive. This is more than a role, it’s an opportunity to influence the human side of healthcare in a meaningful, measurable way. Our Mission : Quality, compassionate care for all. Our Vision : Reimagine health care through connection, service and innovation. Our Core Values : Be Kind | Trust and Be Trusted | Work Together | Strive for Excellence. Why This Role Matters As the Manager of Patient Experience , you will lead initiatives that directly impact how patients and families experience care at Logan Health. You’ll partner with clinical and operational leaders, translate feedback into action, and champion a culture rooted in kindness, accountability, and continuous improvement.
Requirements
- Bachelor’s degree in a related field
- 3+ years of leadership experience
- 5+ years in healthcare operations, patient experience, customer service, or advocacy
- Strong analytical and problem-solving skills with the ability to turn insights into action
- Exceptional communication and relationship-building skills
- A high level of emotional intelligence, empathy, and integrity
- Experience with performance improvement methodologies (Lean/Six Sigma preferred)
- CPXP certification (or willingness to obtain within 2 years)
Responsibilities
- Shape Strategy & Drive Results Lead the development and execution of patient experience strategies across the organization Analyze patient feedback (including HCAHPS and other metrics) to identify trends and drive meaningful improvements Partner with leaders to implement sustainable, high-impact solutions
- Champion the Patient Voice Oversee service recovery and patient advocacy processes Ensure concerns are addressed with empathy, urgency, and professionalism Collaborate with Risk Management, Compliance, and Legal to resolve complex concerns
- Lead Culture & Capability Building Coach leaders and frontline teams on service excellence, empathy, and communication Build a culture of accountability and continuous improvement Support engagement, retention, and team development through strong leadership practices
- Operational Excellence Manage patient experience systems and ensure compliance with regulatory standards Lead and participate in performance improvement initiatives (Lean/Six Sigma preferred) Serve as a subject matter expert on patient experience best practices and High Reliability Organization (HRO) principles
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
251-500 employees
