Job Description

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.

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:

• Promote human experience principles across the organization, embedding empathy, dignity, and respect in all inter-actions.
• Integrate family-centered care practices into clinical workflows, ensuring patients and families are active partners in care decisions.
• Collaborate with leaders and interdisciplinary teams to drive cultural transformation and create a supportive environment that honors each family’s unique needs and preferences.
• Provide guidance and support in implementing family-centered care initiatives and best practices across departments.
• Leads the Patient and Family Advisory Council (PFAC) and the Family-Centered Care Committee (FCC), providing responsive feedback between the two.

Leadership & Team Development:

• Oversee Reception and Security teams to deliver an exceptional customer service experience for patients, families, and visitors.
• Recruit, train, and empower staff and volunteers, including Patient and Family Advisory Council members, to support Patient Experience objectives.
• Provide mentorship and professional development to foster a culture of excellence and continuous improvement.

Other Responsibilities:

• All other duties as assigned by the Director of Patient Experience.

• Bachelor's degree in health sciences, healthcare administration, public health, nursing, social work, hospitality/concierge services, or related field.
• Minimum of 1 year of experience in healthcare management or related experience, with a focus on patient/family experience, grievance management, and strong knowledge of human experience, trauma-informed care, and family-centered care principles.
• Demonstrates excellent communication, interpersonal, and leadership skills, with the ability to collaborate across teams, manage priorities effectively, and strengthen family-centered care and human experience initiatives.

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

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