Patient Experience Manager

NorthBay Health•Fairfield, CA

2h•$160,000 - $235,000•Onsite

About The Position

At Northbay Health the Patient Experience Manager is responsible for supporting and advancing a culture of service excellence, patient-centered care, and compassionate communication across the health system. This role serves as a liaison between patients, families, clinical teams, and operational leaders to improve the overall patient experience and drive measurable improvements in patient satisfaction and engagement outcomes. The manager utilizes data analytics, rounding, complaint resolution, staff coaching, and education to identify opportunities and implement strategies that enhance the patient and family experience.

Requirements

Strong understanding of patient-centered care principles and healthcare operations.
Knowledge of patient experience metrics, HCAHPS methodology, and healthcare quality improvement practices.
Excellent communication, conflict resolution, and relationship-building skills.
Ability to analyze data and translate findings into actionable improvement plans.
Strong organizational and project management skills.
Ability to maintain confidentiality and handle sensitive situations with professionalism and empathy.
Proficiency in Microsoft Office applications and healthcare data reporting systems.
Ability to move throughout hospital and clinic environments.
Frequent interaction with patients, families, physicians, and staff.
Ability to sit, stand, walk, and use computer equipment for extended periods.

Responsibilities

Promote a culture of patient-centered care aligned with the organization's mission, vision, values, and service standards.
Conduct proactive patient rounding to identify concerns, recognize excellence, and improve patient experience.
Serve as a resource for leaders and staff regarding best practices in patient engagement and communication.
Partner with operational and clinical leaders to implement patient experience initiatives and action plans.
Respond to patient and family concerns, complaints, and grievances in a timely and professional manner.
Facilitate service recovery efforts and collaborate with interdisciplinary teams to resolve issues effectively.
Identify trends in patient concerns and recommend system-level improvements.
Support compliance with regulatory requirements related to patient rights and grievance management.
Monitor and analyze patient experience metrics, including HCAHPS, Press Ganey, and other patient feedback data.
Prepare reports, dashboards, and presentations for leadership and departmental review.
Identify improvement opportunities and support action planning to achieve patient experience goals.
Participate in quality improvement projects utilizing Lean, PDSA, or other performance improvement methodologies.
Assist in developing and delivering training programs focused on communication, empathy, service excellence, and patient-centered care.
Coach leaders and frontline staff on behaviors that positively influence patient experience outcomes.
Support onboarding and ongoing education related to organizational service standards.
Collaborate with nursing, physicians, ancillary departments, and administrative leaders to improve care delivery and patient satisfaction.
Participate in interdisciplinary committees and patient experience councils.
Support recognition programs that celebrate staff contributions to exceptional patient care and service.

Benefits

medical, dental, and vision insurance
life, disability, and long-term care coverage
paid time off including vacation, sick leave, holidays, and bereavement
a 403(b) retirement plan with employer match
education reimbursement for eligible roles
professional development and training programs
Employee Assistance Program
wellness programs
recognition programs
shift differentials
market-based compensation review and increases subject to approval and organizational performance