Patient Experience Manager- Duke Regional Hospital

Duke Careers•Durham, NC

5d•Onsite

About The Position

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together. About Duke Regional Hospital Pursue your passion for caring with Duke Regional Hospital in Durham, North Carolina. With 388 beds it is the second largest of Duke Health's four hospitals and offers a comprehensive range ofmedical, surgical, and diagnostic services, including orthopedics, weight-loss surgery, women's services, and heart and vascular services.The Patient Experience Manager is a dynamic and strategic leader responsible for advancing the patient experience at Duke Regional Hospital. This role requires a results-driven leader with a demonstrated history of improving both patient and customer satisfaction through data-informed strategies and cross-functional collaboration. The ideal candidate will collaborate across departments to implement performance improvement strategies in both clinical and operational settings, with a strong emphasis on data analysis and translating insights into measurable, sustainable improvements. Candidates should be able to provide examples of initiatives they have led that resulted in measurable improvements in patient experience metrics (e.g., HCAHPS, Press Ganey, Qualtrics, or internal satisfaction surveys)

Requirements

Bachelor’s degree in a business or health-related field is required.
A Master’s degree may substitute for up to two years of required experience.
Minimum of five (5) years of professional experience, including at least three (3) years in roles with significant responsibility for performance improvement and patient experience.
Proven track record of leading initiatives that significantly improved patient and/or customer satisfaction scores.
Experience using data and feedback to design and implement service excellence strategies.
Proven success in leading cross-functional teams and managing change initiatives.
Demonstrated ability to analyze data and implement actionable strategies that drive positive results.

Nice To Haves

Expertise in change management and performance improvement methodologies
Strong written and verbal communication skills
Ability to engage with diverse teams and stakeholders
Proficiency in data analysis and process evaluation
Excellent organizational and time management skills
Familiarity with healthcare regulations and accreditation standards
High attention to detail and accuracy
Strong computer literacy and reporting skills

Responsibilities

Lead and manage initiatives aimed at improving hospital operations and clinical quality.
Identify performance improvement opportunities through data analysis and trend evaluation.
Apply performance improvement methodologies to enhance the overall patient experience.
Serve as project manager for interdisciplinary teams, ensuring timely and effective execution.
Establish performance benchmarks using national standards and best practices.
Design, implement, and evaluate strategies to improve performance and compliance.
Monitor and support adherence to regulatory and accreditation standards.
Promote a culture of continuous improvement through education and professional development.
Act as a subject matter expert in performance improvement and compliance.
Prepare and deliver reports and presentations to communicate progress and outcomes.
Participate in strategic planning and manage human and fiscal resources as needed.
Perform other related duties as assigned.