Manager Patient Experience

Who We Are:

St. John's Episcopal Hospital is the only hospital providing emergency and ambulatory care to the densely populated, culturally and economically diverse, and medically underserved populations of the Rockaways and Five Towns in southern Queens County and southwestern Nassau County, New York. Celebrating over 110 years of community care, the 257-bed facility provides people of all faiths with comprehensive preventive, diagnostic treatment and rehabilitative services, regardless of ability to pay.

Come Grow With Us!

Type: Full-Time (75 hours bi-weekly)

Shift: Days

Hours: 9:00AM - 5:30PM

Pay: $85,000 - $95,000

Job Summary:

The Manager of Patient Experience reports to the Director of Patient Experience. In this role, the Manager of Patient Experience will supervisor the PX Specialist Team and their day-to-day functions. They will oversee the Patient Satisfaction support system for services located throughout the hospital system, to promote service excellence with a person-centered care approach and team engagement. The Manager of Patient Experience will serve as a liaison between the PX Specialists and department management. This role supports the implementation and sustainability of Planetree International principles, Age-Friendly Health System initiatives (4Ms), and patient experience improvement strategies.

Responsibilities:

• Leadership & Program Management

• Manage, and supervise Patient Experience Specialists staff day to day volume and activities

• Maintain department tools, runs reports daily to ensure utilization and efficiency. Monitors Daily Patient Feedback and provides monthly performance reports

• Manage system-wide Person-Centered Care initiatives aligned with Planetree International standards

• Drive sustainability of Age-Friendly Health System initiatives, including the 4Ms Framework (What Matters, Medication, Mentation, Mobility)

• Partner with nursing, physician leadership, and department heads to integrate patient experience best practices into daily operations

• Patient Experience Strategy & Improvement

• Collaborate with PX Leadership to co-design strategic initiatives to improve patient satisfaction, engagement, and overall experience

• Analyze and manage patient satisfaction metrics (e.g., HCAHPS, NRC) to identify trends and opportunities

• Manage performance improvement projects to enhance service excellence and patient-centered outcomes

• Ensure alignment with regulatory, quality, and safety standards

• Patient Advocacy & Service Recovery

• Manage patient advocacy functions, including grievance resolution and service recovery processes

• Ensure timely and compassionate responses to patient and family concerns

• Monitor trends in complaints and grievances to inform system-wide improvements

• Education & Culture Transformation

• Promote a culture of empathy, dignity, and respect through training and coaching of staff and leaders

• Facilitate workshops and educational sessions on person-centered care, age friendly and service excellence

• Support onboarding and ongoing competency development related to patient experience

• Collaboration & Engagement

• Partner with interdisciplinary teams to embed patient and family voice into care delivery

• Support Patient and Family Advisory Councils (PFACs) and other engagement initiatives

• Represent Patient Experience on organizational committees and strategic initiatives

Qualifications:

• Education

• Bachelor's degree required (Master's preferred) in Healthcare Administration, Nursing, Public Health, or related field

• Experience

• 5+ years of experience in patient advocacy, patient experience, project management, healthcare operations, or related field

• Experience with Person-Centered Care models and/or Planetree International preferred

• Experience with Age Friendly 4M Framework preferred

• Experience managing and coaching teams and leading performance improvement initiatives

• Skills & Competencies

• Strong leadership, coaching, and team development skills

• Expertise in patient satisfaction data analysis and performance improvement

• Knowledge of Age-Friendly Health Systems and the 4Ms Framework

• Excellent communication, interpersonal, and conflict resolution skills

• Ability to influence change and collaborate across all levels of the organization

• Core Competencies

• Person-Centered Care Leadership

• Service Excellence & Culture Transformation

• Data-Driven Decision Making

• Patient Advocacy & Relationship Management

• Equity and Compassion in Care Delivery