Patient Experience Manager 2

About the job

Lead initiatives that advance patient-centered care, service excellence, and continuous quality improvement across the healthcare enterprise. Round with patients to gather experience data, collaborate with nursing, clinical teams, and service line leaders, and implement patient-focused solutions. Monitor key performance metrics, conduct staff audits, provide coaching, and foster a culture of safety, responsiveness, and exceptional care.

Accountable for managing people, setting direction and deploying resources; typically is responsible for performance evaluation, pay reviews and hire/fire decisions. Results are primarily achieved through the work of others and typically depend on the manager's ability to influence and negotiate with parts of the organization. Progression within Career Band reflects acquisition of broad technical expertise, business and industry knowledge, and process or people leadership capabilities.

Accountable for business, functional or operational areas, processes or programs, which may include dotted-line or matrixed management.

$85000 - $92000

• Shape patient and family experience in a highly visible role.
• Collaborate with nursing, support services, clinical leaders, and experience teams.
• Participate in patient rounding, service audits, staff training, and quality improvement initiatives.
• Influence organizational culture through service excellence and safety leadership.
• Analyze patient satisfaction trends and drive measurable improvements.
• Engage in relationship-building across the hospital network.
• Contribute to meaningful initiatives that improve care and patient experience outcomes.

• Experience driving patient experience or customer service improvements within a large, complex healthcare environment.
• Knowledge of patient satisfaction survey tools, feedback systems, and experience-related data analysis.
• Communication and listening skills, with confidence in representing the organization professionally.
• Leadership presence that inspires teams and promotes collaboration.
• High ethical standards, integrity, and follow-through in all responsibilities.
• Skills in collecting, organizing, and trending patient feedback to inform actionable plans.
• Experience conducting staff rounding, performance audits, and service-based coaching.
• Commitment to safety behaviors, including incident reporting and operational safety compliance.
• Organizational, self-directed, and detail-oriented approach to daily work.

• Education Requirement:
  Bachelor’s degree or equivalent experience
• Related
  
  Experience:
  
  3 years

Compensation is fair and equitable, partially determined by a candidate's education level or years of relevant experience. Salary offers are based on a candidate's specific criteria, like experience, skills, education, and training. Sodexo offers a comprehensive benefits package that may include:

• Medical, Dental, Vision Care and Wellness Programs
• 401(k) Plan with Matching Contributions
• Paid Time Off and Company Holidays
• Career Growth Opportunities and Tuition Reimbursement

More extensive information is provided to new employees upon hire.

At Sodexo, our purpose is to create a better everyday for everyone and build a better life for all. We believe in improving the quality of life for those we serve and contributing to the economic, social, and environmental progress in the communities where we operate. Sodexo partners with clients to provide a truly memorable experience for both customers and employees alike.

We do this by providing food service, catering, facilities management, and other integrated solutions worldwide. We are committed to providing equal employment opportunities to individuals regardless of race, color, religion, national origin, age, sex, gender identity, pregnancy, disability, sexual orientation, military status, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.