Customer Experience Manager

Role Overview

This position leads the organization’s patient experience and service excellence initiatives, acting as the connection between patient feedback and day-to-day operations. You will guide a team dedicated to ensuring every interaction patients and families have is safe, respectful, and responsive, while working closely with clinical and administrative leaders to turn insights into measurable improvements. Your work directly shapes how the hospital is perceived in the community and supports better clinical outcomes through stronger communication and trust.

Key Responsibilities

• Lead and coach the patient experience team in daily service recovery, complaint resolution, and patient engagement activities, setting clear performance expectations and supporting professional growth.
• Monitor patient feedback across multiple channels — including surveys, comment cards, and direct reports — and translate recurring themes into practical action plans for individual departments.
• Collaborate with nursing, medical, and support service leaders to redesign workflows that remove friction from the patient journey, from admission through discharge and follow-up care.
• Facilitate difficult conversations with patients and families, ensuring concerns are acknowledged, investigated, and resolved with empathy and transparency.
• Develop and deliver training for staff on communication tactics, cultural sensitivity, de-escalation, and service recovery so that consistent standards are applied across every shift.
• Prepare regular reports for hospital leadership on key experience metrics, highlighting root causes, trends, and the impact of improvement initiatives.
• Partner with external stakeholders and community organizations to align service expectations and bring patient voices into program design and policy updates.
• Directly investigate complex or high-risk service complaints, coordinating with risk management, patient safety, and clinical teams to prevent recurrence.

Requirements & Qualifications

• Bachelor’s degree required in healthcare management, business administration, communications, public health, or another directly relevant field.
• At least five years of professional experience, with no fewer than two years spent in a leadership or management role within an organization comparable in size and complexity to a hospital or large clinic.
• Demonstrated ability to apply customer service theory, patient engagement strategies, and formal service recovery methods in a clinical setting.
• Working knowledge of hospital operations, patient care workflows, and healthcare compliance requirements, especially those related to patient rights and communication.
• Strong verbal and written communication skills, with the poise to present to executives, engage frontline staff, and clearly explain policies to patients and families.
• Proven leadership and coaching capabilities, including the ability to motivate teams, set priorities, and hold staff accountable without damaging morale.
• High emotional intelligence, empathy, and professionalism when navigating stressful situations or sensitive disclosures.
• Excellent problem-solving and conflict resolution skills, with a track record of making sound decisions under pressure.
• Ability to analyze patient feedback data and turn findings into practical service improvements that are not just cosmetic but operational.
• Strong organizational skills and the ability to manage competing deadlines, multiple investigations, and ongoing projects at the same time.
• Comfort working collaboratively across disciplinary lines — including with physicians, nurses, administrators, and outside partners — to achieve shared goals.