Job Description

Role Summary

The Patient Experience Manager serves as a strategic leader and coach for clinical and operational excellence across Howard University Hospital. This role partners closely with nursing, clinical, and operational leaders to advance patient experience strategy, improve care delivery, and elevate patient satisfaction outcomes.

Acting as a liaison between frontline teams and executive leadership, the Manager translates patient feedback and performance data into actionable improvement initiatives aligned with organizational values, quality standards, and regulatory expectations.

What You’ll Do

• Analyze patient experience data (HCAHPS, Press Ganey, complaints, real-time feedback) to identify trends, risks, and improvement opportunities
• Serve as the primary patient experience consultant to assigned clinical departments and service lines
• Lead patient experience improvement initiatives using evidence-based quality improvement methodologies
• Partner with nursing and operational leaders to develop and implement unit-based patient experience improvement plans
• Conduct root cause analyses and support resolution of complex patient complaints and adverse experience events
• Develop and deliver education, coaching, and training on patient-centered care, communication, and service recovery
• Champion organizational patient experience frameworks and service excellence standards
• Engage patients and families through interviews, advisory councils, and advocacy efforts
• Prepare dashboards, reports, and recommendations for executive leadership and clinical teams
• Monitor key performance indicators and support achievement of organizational patient experience goals
• Perform other duties as assigned, appropriate to the role and department

Required Qualifications, Education & Experience

• Bachelor’s degree in Healthcare Administration, Nursing, Public Health, Business Administration, or a related field
• Minimum of 3–5 years of healthcare experience, preferably in patient experience, quality improvement, clinical operations, or service excellence
• Experience working in an acute care hospital environment in close partnership with nursing and clinical teams
• Minimum of one (1) year of leadership, project oversight, or supervisory experience

Knowledge, Skills, and Abilities

• In-depth knowledge of patient experience principles, including HCAHPS methodology and CMS value-based programs
• Working knowledge of quality improvement methodologies such as Lean, Six Sigma, or PDSA
• Understanding of healthcare regulatory and accreditation standards (CMS, Joint Commission)
• Strong analytical skills with the ability to translate data into actionable insights
• Excellent written and verbal communication skills across multidisciplinary audiences
• Demonstrated coaching, facilitation, and change management capability
• Cultural competence and understanding of health equity principles in care delivery

About Howard University Hospital

With over 150 years of caring for our community, Howard University Hospital is a nationally recognized academic medical center and the nation’s only teaching hospital located on the campus of a Historically Black University. HUH is committed to excellence in patient-centered care, education, research, and service.

What We Offer

• A mission-driven academic medical center environment with opportunities to impact patient experience at the enterprise level
• Collaboration with clinical, operational, and executive leadership to drive measurable improvements
• A comprehensive benefits package (details provided during the recruitment process)

Pay + Schedule

Grade: HA3-20**
Salary Range:** $118,969 – $190,351
FLSA Status:** Exempt
Union Status:** Non-Union

This position is primarily administrative with frequent interaction in clinical care areas. Work hours may include evenings or weekends as needed to support operational and patient experience initiatives.

Compliance Statements

Culture of Care / Just Culture: Howard University Hospital supports a Just Culture that promotes learning, safe systems, and accountability to improve patient safety.

• Promotes adherence to the Health Sciences Compliance Program, Code of Ethics, and Standards of Conduct
• Completes annual and periodic mandatory compliance training, including HIPAA Privacy training
• Maintains confidentiality of patients, families, and staff

Equal Opportunity Employer: Howard University Hospital is an Equal Opportunity Employer.

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