Patient Experience Manager
Duke Careers
full-time
Posted on:
Location Type: Office
Location: Durham • North Carolina • United States
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About the role
- Lead and manage initiatives aimed at improving hospital operations and clinical quality
- Identify performance improvement opportunities through data analysis and trend evaluation
- Apply performance improvement methodologies to enhance the overall patient experience
- Serve as project manager for interdisciplinary teams, ensuring timely and effective execution
- Establish performance benchmarks using national standards and best practices
- Design, implement, and evaluate strategies to improve performance and compliance
- Monitor and support adherence to regulatory and accreditation standards
- Promote a culture of continuous improvement through education and professional development
- Act as a subject matter expert in performance improvement and compliance
- Prepare and deliver reports and presentations to communicate progress and outcomes
- Participate in strategic planning and manage human and fiscal resources as needed
- Perform other related duties as assigned.
Requirements
- Bachelor’s degree in a business or health-related field is required
- A Master’s degree may substitute for up to two years of required experience
- Minimum of five (5) years of professional experience
- At least three (3) years in roles with significant responsibility for performance improvement and patient experience
- Proven track record of leading initiatives that significantly improved patient and/or customer satisfaction scores
- Experience using data and feedback to design and implement service excellence strategies
- Proven success in leading cross-functional teams and managing change initiatives
- Demonstrated ability to analyze data and implement actionable strategies that drive positive results
- Expertise in change management and performance improvement methodologies
- Strong written and verbal communication skills
- Ability to engage with diverse teams and stakeholders
- Proficiency in data analysis and process evaluation
- Excellent organizational and time management skills
- Familiarity with healthcare regulations and accreditation standards
- High attention to detail and accuracy
- Strong computer literacy and reporting skills.
Benefits
- Duke offers a comprehensive range of medical, surgical, and diagnostic services
- Commitment to compassionate care
- Collaborate in a community built on collaboration, innovation, creativity, and belonging.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data analysisperformance improvement methodologieschange managementservice excellence strategiesprocess evaluationreporting skillsproject managementstrategic planningcompliance monitoringbenchmarking
Soft Skills
leadershipcommunication skillsorganizational skillstime managementinterpersonal skillsteam engagementattention to detailprofessional developmentproblem-solvingadaptability