Patient Experience Program Manager
About The Position
The Patient Experience Manager is a mission-critical leader at Brooks, ensuring every patient receives compassionate, human-centered care. This role champions patient and caregiver voices, leads and inspires a team of Patient Experience Specialists and translates feedback, including complaints, into system-wide improvements. The Manager drives effective service recovery and de-escalation, working through strong cross-functional partnerships with clinical, operational and administrative leaders to create experiences where everyone feels respected, supported and empowered.
Requirements
- Bachelor’s degree required (or equivalent experience).
- Minimum of 5+ years of progressive experience in patient experience, healthcare or a related field.
- Demonstrated experience leading teams and influencing outcomes through collaboration in matrixed environments.
- Strong analytical, communication and presentation skills.
- Experience translating data into actionable insights and recommendations for leadership.
- Proficiency in Microsoft Office and data/reporting tools.
Nice To Haves
- Certified Patient Experience Professional (CPXP) preferred.
Responsibilities
- Lead, coach and develop a team of Patient Experience Specialists, providing clear direction, feedback and performance support.
- Monitor and analyze patient satisfaction data, identifying trends, risks and opportunities for improvement.
- Act as a hands-on partner and specialist for a defined area of the system, building trusted relationships with leaders and frontline teams to help achieve patient experience goals through training, guidance and on-the-ground support.
- Serve as a subject matter expert in patient experience, advising leaders on best practices, improvement strategies and organizational impact.
- Collaborate across clinical, operational, quality, safety and support functions to drive sustainable, system-wide experience improvements.
- Provide regular reporting and insights to leadership, facilitating shared understanding and alignment across teams.
- Maintain ownership of a defined client group while supporting system priorities.
- Translate feedback into strategic recommendations and action plans for leaders and executive stakeholders.
- Oversee service recovery and patient complaint processes, ensuring timely resolution, de-escalation of concerns and system-level learning; coach staff on de-escalation techniques and effective communication to maintain compassionate, patient-centered care.
- Develop and maintain system-wide patient experience standards, guidelines and improvement frameworks.
- Lead or support process improvement and change management initiatives, aligning diverse stakeholders around shared goals and outcomes.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
1,001-5,000 employees
