Manager Patient Experience Full TIme Days

UHS•Bradenton, FL

3d•Onsite

About The Position

The Patient Experience Manager plays a critical role in enhancing patient and family satisfaction by developing, implementing, and sustaining best practices in patient-centered care. This position actively engages staff, leaders, and executives to drive a culture of excellence through coaching, education, and data-driven performance improvement initiatives. This position observes and provides real-time coaching on patient experience communication techniques, both verbal and non-verbal, ensuring consistency in service delivery. Additionally, they consult with leadership and/or corporate to develop and implement strategic initiatives that improve patient engagement across the continuum of care. The Patient Experience Manager rounds daily in patient care units, proactively addressing concerns, facilitating problem resolution, and overseeing service recovery efforts serving as a liaison between patients and the care team, as needed. They develop and lead training programs, incorporating adult learning principles to educate staff on Purposeful Hourly Rounding, Bedside Shift Report, AIDET, and other key patient experience strategies. This position chairs the Patient Experience Committee and Patient and Family Advisory Committee collaborating with leadership on process improvement efforts and ensures corporate initiatives are successfully implemented. The Patient Experience Manager pulls data, identifies, trends, tracks progress, and develops targeted interventions to enhance the patient experience by analyzing key performance data such as HCAHPS, OASCAHPS, outpatient, ER, and call light reports. By utilizing change management expertise, they support cultural transformation by mentoring leaders and staff in best practices for patient and family engagement. This role requires a strategic and innovative approach to ensure measurable improvements in patient satisfaction, aligning all efforts with the hospital’s overall mission and objectives. Demonstrates Service Excellence at all times. Other duties as assigned. About Manatee Memorial Hospital (MMH): Manatee Memorial Hospital in Bradenton, Florida, has served the citizens of Manatee, Sarasota and surrounding counties for over 70 years. Part of the Manatee Healthcare System, the hospital has earned The Joint Commission’s Gold Seal of Approval. The 295-bed hospital with over 800 physicians, residents and allied health professionals, offers advanced healthcare services in a caring and compassionate environment. Services include cardiac care and cardiovascular medicine, emergency care for all ages, surgery services — including robotic-assisted surgery with the da Vinci® Surgical System, a weight–loss program, orthopedic services, outpatient and inpatient radiology and rehabilitation, respiratory care, sleep, oncology, wound care and women’s and children’s services. Manatee Memorial Hospital also offers a Level II Neonatal Intensive Care Unit for babies with special needs. The Registered Nurse promotes and provides safe, competent nursing care for patients in accordance with facility policies, standards, and philosophy. Demonstrates professional leadership and support to the healthcare team while providing the foundation of all patient-centered nursing care. Communicates with physicians and other nursing staff about patient needs, administering IV’s and medications to aid in patient health and using medical equipment to monitor patient vital signs. MMH offers comprehensive benefits such as: Challenging and rewarding work environment Competitive Compensation Excellent Medical, Dental, Vision, and Prescription Drug Plan Generous Paid Time Off 401(K) with company match and discounted stock plan Career development opportunities within UHS and its Subsidiaries About Universal Health Services One of the nation’s largest and most respected providers of hospital and healthcare services, Universal Health Services, Inc. (UHS) has built an impressive record of achievement and performance. Growing steadily since its inception into an esteemed Fortune 500 corporation, annual revenues were $15.8 billion in 2024. UHS was again recognized as one of the World’s Most Admired Companies by Fortune; listed in Forbes ranking of America’s Largest Public Companies. Headquartered in King of Prussia, PA, UHS has approximately 99,000 employees and continues to grow through its subsidiaries. Operating acute care hospitals, behavioral health facilities, outpatient facilities and ambulatory care access points, an insurance offering, a physician network and various related services located all over the U.S. States, Washington, D.C., Puerto Rico and the United Kingdom. www.uhs.com

Requirements

Bachelor’s Degree required
Patient Experience Certification (CPXP) (must obtain within 18 months of start date) required
Minimum of two (2) years’ experience in healthcare required
Minimum of three (3) years’ experience in patient/customer relations which includes successful development of strategies to improve patient/customer experience required

Nice To Haves

State of Florida Registered Nurse (RN) License preferred
Florida Public Notary preferred

Responsibilities

Develops, implements, and sustains best practices in patient-centered care.
Actively engages staff, leaders, and executives to drive a culture of excellence through coaching, education, and data-driven performance improvement initiatives.
Observes and provides real-time coaching on patient experience communication techniques, both verbal and non-verbal, ensuring consistency in service delivery.
Consults with leadership and/or corporate to develop and implement strategic initiatives that improve patient engagement across the continuum of care.
Rounds daily in patient care units, proactively addressing concerns, facilitating problem resolution, and overseeing service recovery efforts serving as a liaison between patients and the care team, as needed.
Develops and leads training programs, incorporating adult learning principles to educate staff on Purposeful Hourly Rounding, Bedside Shift Report, AIDET, and other key patient experience strategies.
Chairs the Patient Experience Committee and Patient and Family Advisory Committee collaborating with leadership on process improvement efforts and ensures corporate initiatives are successfully implemented.
Pulls data, identifies, trends, tracks progress, and develops targeted interventions to enhance the patient experience by analyzing key performance data such as HCAHPS, OASCAHPS, outpatient, ER, and call light reports.
Supports cultural transformation by mentoring leaders and staff in best practices for patient and family engagement.
Ensures measurable improvements in patient satisfaction, aligning all efforts with the hospital’s overall mission and objectives.
Demonstrates Service Excellence at all times.
Other duties as assigned.