Patient and Guest Experience Manager

Patient and Guest Experience Manager

Job Summary

The Manager of Patient & Guest Experience plays a key role in leading and supporting the organization’s Service initiatives and advancing Our Shannon Way across all areas of care.

The Manager provides direction, coordination, and guidance to Patient & Guest Experience team members, ensuring departmental resources and initiatives align with organizational priorities. This role collaborates closely with leaders across the system to integrate Patient & Guest Experience principles into daily practice, support Team Member engagement, and continuously enhance the overall experience of care.

Performance : Position Specific Essential Functions

• Leads the development and execution of Our Shannon Way experience strategy in collaboration with senior leadership, ensuring alignment with organizational goals.
• Drives organization-wide initiatives to enhance the Patient, Guest and Team Member experience by actively contributing to the active committees and related workgroups.
• Partners with Quality, Patient Safety, Nursing, Medical Staff, Risk, and Marketing to address and resolve complaints, and service recovery opportunities with professionalism and empathy.
• Supports the design and implementation of strategic initiatives that strengthen Patient & Guest experience, patient safety, and Team Member engagement.
• Analyzes and interprets HCAHPS and Patient Experience data, collaborating with managers and leaders to identify trends, close performance gaps, and sustain improvement.
• Builds leadership capability by providing training, communication, and coaching that promote consistency in service excellence and a culture of accountability.
• Champions a results-oriented culture, demonstrating a strong commitment to service excellence and guest loyalty in a competitive healthcare environment.
• Cultivates positive and effective relationships with physicians, leaders, and staff to foster trust, collaboration, and shared ownership of the Patient & Guest Experience.
• Communicates with clarity and influence, ensuring messages inspire engagement and drive action across all levels of the organization.
• Applies expert knowledge of patient experience best practices and customer relations processes to guide decision-making and program development.
• Performs other related duties as required to support the success of the Patient & Guest Experience Department and organizational mission.

Qualifications

Education

Required

Preferred

Experience : Required

Preferred

Certification / Licensure :

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