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Brooks Rehabilitation · 2 weeks ago

Patient Experience Program Manager

3599 University Blvd., South, Jacksonville, FL, 32216, US

Full-time

Onsite

Senior Level

5+ years exp

Brooks Rehabilitation is seeking a Patient Experience Program Manager to ensure every patient receives compassionate, human-centered care. This role involves leading a team of Patient Experience Specialists and driving system-wide improvements based on patient and caregiver feedback.

Health CareHospital

Responsibilities

Lead, coach and develop a team of Patient Experience Specialists, providing clear direction, feedback and performance support

Monitor and analyze patient satisfaction data, identifying trends, risks and opportunities for improvement

Act as a hands-on partner and specialist for a defined area of the system, building trusted relationships with leaders and frontline teams to help achieve patient experience goals through training, guidance and on-the-ground support

Serve as a subject matter expert in patient experience, advising leaders on best practices, improvement strategies and organizational impact

Collaborate across clinical, operational, quality, safety and support functions to drive sustainable, system-wide experience improvements

Provide regular reporting and insights to leadership, facilitating shared understanding and alignment across teams

Maintain ownership of a defined client group while supporting system priorities

Translate feedback into strategic recommendations and action plans for leaders and executive stakeholders

Oversee service recovery and patient complaint processes, ensuring timely resolution, de-escalation of concerns and system-level learning; coach staff on de-escalation techniques and effective communication to maintain compassionate, patient-centered care

Develop and maintain system-wide patient experience standards, guidelines and improvement frameworks

Lead or support process improvement and change management initiatives, aligning diverse stakeholders around shared goals and outcomes

Qualification

Patient experience managementData analysisTeam leadershipMicrosoft Office proficiencyCertified Patient Experience ProfessionalCollaboration in matrixed environmentsService recoveryChange managementCommunication skillsPresentation skills