Patient Experience Manager Job Listing at NorthBay Healthcare in Fairfield, CA (Job ID 5661)

Description

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.

DUTIES AND RESPONSIBILITIES

Patient Experience Leadership

• 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. 

Patient Advocacy & Service Recovery

• 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. 

Data Analysis & Performance Improvement

• 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. 

Education & Staff Development

• 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. 

Collaboration & Engagement

• 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. 

Knowledge, Skills, and Abilities

• 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. 

Physical Requirements

• 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. 

Success Measures

• Improvement in patient satisfaction and experience metrics. 
• Timely resolution of patient concerns and grievances. 
• Increased leader and staff engagement in patient experience initiatives. 
• Successful implementation of service excellence and patient-centered care strategies. 

• Positive feedback from patients, families, staff, and leadership. 

Required

• Bachelor's degree in nursing, Healthcare Administration, Social Work, Public Health, or related healthcare field. 
• Minimum three (3) years of healthcare experience. 
• Experience working directly with patients and families in acute care, ambulatory, or healthcare setting. 

Preferred

• Master's degree in nursing, Healthcare Administration, Organizational Leadership, Public Health, Business Administration, or related fields. 
• Certification in Patient Experience (CPXP) or willingness to obtain within two years. 
• Experience in patient experience, quality improvement, service excellence, healthcare operations, or performance improvement initiatives. 
• Experience with patient satisfaction measurement tools, including HCAHPS and Press Ganey. 
• A clinically experienced healthcare professional with a master's degree who combines compassionate patient advocacy with strong analytical and relationship-building skills. This individual is passionate about creating exceptional patient and family experiences, influencing organizational culture, and driving measurable improvements in service excellence across the continuum of care.

Experience/Skills: 

Minimum 3 years of progressively responsible experience in healthcare administration/patient experience required.  Prior leadership or supervisory experience required.   Experience in developing and implementing business strategies and plans that align with organizational goals.  Demonstrates strong analytical, problem solving, strategic thinking, critical thinking, decision modeling and organizational skills. 

Knowledge: 

Demonstrates proficiency in Excel, PowerPoint, Word and other relevant software tools. 

Demonstrates ability to work in a collaborative team environment.  Demonstrates excellent written and oral communication skills. Must be able to produce examples of written reports.  Demonstrates ability to prepare and present high level presentations. Must be able to produce examples of presentations and related support materials.  Advanced skills including analytical, critical-thinking and problem-solving skills to assess complex issues and develop solutions. Advanced interpersonal and leadership skills to lead and work collaboratively and effectively with multi-disciplinary, cross-functional teams. Excellent organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.

Physical Effort: Attendance is an essential function of the job, remotely or in-person. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, must be able to spend multiple hours at the computer.  Occasional lifting supplies, squatting, and standing. 

Hours of Work: Exempt. Based on business need.