Manager - Patient Experience

Job Description

Job Description

Job Summary

The Manager of Patient Experience leads efforts to ensure our patients, and their families receive compassionate, personalized care that prioritizes their needs and preferences. Oversee Reception and Security, caregiver rounding and supportive programming, complaint & grievance resolution, and service recovery initiatives, while championing a culture of human experience and family-centered care. Works closely with the leadership team and Director of Patient Experience in strengthening the family centered model of care in accordance with Ranken Jordan’s vision, mission, and values.

Duties and Responsibilities :

Experience Management & Caregiver Support :

• Conduct regular rounds with patients and families to listen, address concerns with empathy, and collaborate with department leaders to resolve complaints and strengthen service delivery processes.
• Facilitate supportive caregiver offerings (ex. Groups, Meals, etc.) to create structured and informal opportunities for families to connect, share experiences, and provide feedback to strengthen family-centered care.
• Document complaints and resolutions in a thorough and timely manner.
• Oversee the grievance resolution process in partnership with the Director of Patient Experience and Quality & Risk Management, addressing patient experience related issues.
• Lead service recovery efforts as the central point of contact, providing proactive follow-up, implementing strategies to prevent grievances, and strengthening trust, relationships, and overall satisfaction.

Human Experience & Family Centered Care :

Leadership & Team Development :

Other Responsibilities :

Qualifications :

Physical Demands :

These include stooping, kneeling, crouching, reaching, grasping, pulling, pushing, standing, carrying, and lifting of light loads (up to 35 lb.).