Patient Experience Program Manager

Meritus Health External • Hagerstown, MD

2d

About The Position

At Meritus Health, exceptional care is about more than clinical outcomes. It is also about how patients and families feel throughout their journey. We are seeking a patient experience professional who is passionate about service excellence, enjoys turning feedback and data into action, and can inspire teams to create meaningful, consistent experiences for every patient. Reporting to the Patient Experience Director, this role serves as a champion, coach, change agent, and subject matter expert for patient experience across Meritus Health. You will partner with leaders, coaches, and frontline team members to identify opportunities for improvement and help turn those opportunities into sustainable results.

Requirements

• Bachelor’s degree required.
• Minimum of 3 years of professional experience involving customer service, patient relations, training, and development.
• Experience as a public speaker, coach, and change agent required.
• Knowledge of customer service principles and practices, healthcare services, and patient relations required.
• Proficiency with databases, spreadsheets, data analysis, and web-based applications.
• An understanding of statistical principles and the ability to interpret patient experience data.
• Confidence presenting information and recommendations to all levels of leadership.
• A genuine passion for creating positive experiences for patients, families, and team members.

Nice To Haves

• Bachelor’s degree in a clinical discipline preferred.
• Change management training preferred.
• Experience with online patient experience improvement tools and report generation highly preferred.
• Certified Patient Experience Professional (CPXP) designation highly preferred.
• Experience developing and presenting educational curriculum and training materials using a variety of learning methods and tools preferred.

Responsibilities

• Champion an exceptional patient experience by promoting a culture of service, compassion, accountability, and consistency.
• Partner with leaders and frontline teams to identify opportunities and implement patient experience improvement strategies.
• Transform patient feedback, experience data, and trends into actionable insights that support meaningful improvement.
• Conduct rounding, coaching, education, and auditing to help teams strengthen service behaviors and sustain best practices.
• Serve as a patient experience subject matter expert, providing guidance and support to leaders and team members.
• Develop and deliver engaging educational programs, presentations, and training materials for audiences at multiple levels of the organization.
• Support patient experience committees and collaborative improvement initiatives.
• Maintain and support patient experience dashboards, reporting, and data infrastructure.
• Model the Meritus culture and bring our “Happy to Help” mindset to every interaction with patients, families, leaders, and fellow team members.

Benefits

• health, dental, and vision insurance available starting the 1st of the month following date of hire
• life insurance
• short and long-term disability coverage
• Paid Time Off begins accruing from day one
• 401k plan
• education assistance program
• employee assistance program
• shift differential for evening, night, or weekend shifts

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level