Manager, Patient Experience

Logan Health•Kalispell, MT

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. What You Bring 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) Who You Are You’re a builder and influencer, someone who sees both the big picture and the human details. You’re energized by improving systems, coaching leaders, and making a lasting impact on patient care. You lead with empathy, act with integrity, and aren’t afraid to challenge the status quo to create something better. What You’ll Do 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 Shift: Day Shift - 8 Hours (United States of America) Logan Health operates 24 hours per day, seven days per week. Schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed. Notice of Pre-Employment Screening Requirements If you receive a job offer, please note all offers are contingent upon passing a pre-employment screening, which includes: Criminal background check Reference checks Drug Screening Health and Immunizations Screening Physical Demand Review/Screening Equal Opportunity Employer Logan Health is an Equal Opportunity Employer (EOE/AA/M-F/Vet/Disability). We encourage all qualified individuals to apply for employment. We do not discriminate against any applicant or employee based on protected veteran status, race, color, gender, sexual orientation, religion, national origin, age, disability or any other basis protected by applicable law. If you require accommodation to complete the application, testing or interview process, please notify Human Resources. At Logan Health, our work is driven by our mission, vision, and values: Our Mission Quality, compassionate care for all. Our Vision Reimagine health care through connection, service, and innovation. Our Core Values Be Kind – We foster compassion and positivity in our work environment. Work Together – Collaboration leads to innovation, efficiency, and improved communication. Trust and Be Trusted – We build trust by acting with authenticity, empathy, and good intent. Strive for Excellence – We continually push ourselves to improve, innovate, and deliver high-quality care and services.

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

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
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
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
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