Patient Experience Manager – Nursing Administration

Howard University Hospital • Washington, DC

1d • Onsite

About The Position

The Patient Experience Manager serves as a strategic leader and coach for clinical and operational excellence across Howard University Hospital. This role partners closely with nursing, clinical, and operational leaders to advance patient experience strategy, improve care delivery, and elevate patient satisfaction outcomes. Acting as a liaison between frontline teams and executive leadership, the Manager translates patient feedback and performance data into actionable improvement initiatives aligned with organizational values, quality standards, and regulatory expectations.

Requirements

• Bachelor’s degree in Healthcare Administration, Nursing, Public Health, Business Administration, or a related field
• Minimum of 3–5 years of healthcare experience, preferably in patient experience, quality improvement, clinical operations, or service excellence
• Experience working in an acute care hospital environment in close partnership with nursing and clinical teams
• Minimum of one (1) year of leadership, project oversight, or supervisory experience
• In-depth knowledge of patient experience principles, including HCAHPS methodology and CMS value-based programs
• Working knowledge of quality improvement methodologies such as Lean, Six Sigma, or PDSA
• Understanding of healthcare regulatory and accreditation standards (CMS, Joint Commission)
• Strong analytical skills with the ability to translate data into actionable insights
• Excellent written and verbal communication skills across multidisciplinary audiences
• Demonstrated coaching, facilitation, and change management capability
• Cultural competence and understanding of health equity principles in care delivery

Responsibilities

• Analyze patient experience data (HCAHPS, Press Ganey, complaints, real-time feedback) to identify trends, risks, and improvement opportunities
• Serve as the primary patient experience consultant to assigned clinical departments and service lines
• Lead patient experience improvement initiatives using evidence-based quality improvement methodologies
• Partner with nursing and operational leaders to develop and implement unit-based patient experience improvement plans
• Conduct root cause analyses and support resolution of complex patient complaints and adverse experience events
• Develop and deliver education, coaching, and training on patient-centered care, communication, and service recovery
• Champion organizational patient experience frameworks and service excellence standards
• Engage patients and families through interviews, advisory councils, and advocacy efforts
• Prepare dashboards, reports, and recommendations for executive leadership and clinical teams
• Monitor key performance indicators and support achievement of organizational patient experience goals
• Perform other duties as assigned, appropriate to the role and department

Benefits

• A mission-driven academic medical center environment with opportunities to impact patient experience at the enterprise level
• Collaboration with clinical, operational, and executive leadership to drive measurable improvements
• A comprehensive benefits package (details provided during the recruitment process)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees