Job Description

Job Description

Job Description

Manager of Patient Experience

Position Summary
We are seeking a passionate, service-driven Manager of Patient Experience to lead the transformation of our care environment into one that consistently delivers compassionate, responsive, and meaningful experiences for every patient we serve.

This role champions the voice of the patient across our organization, guiding teams to deliver personalized, empathetic care. The Manager of Patient Experience will oversee all efforts related to patient satisfaction, service excellence, and the patient-facing aspects of regulatory programs like MIPS—ensuring our processes not only meet clinical standards but also reflect a true culture of caring.

You will be a key partner in helping leaders and teams across the organization bring our mission and values to life through every patient interaction, while aligning our performance and quality goals with what matters most to those we serve.

Core Responsibilities

Patient Experience Leadership

• Lead the design, development, and execution of a clinic-wide strategy focused on creating exceptional patient experiences.
• Serve as the primary advocate for patients, ensuring their feedback shapes how we deliver care.
• Monitor and analyze patient satisfaction data to identify opportunities to elevate care experiences.
• Guide teams in responding to patient concerns with compassion and proactive problem-solving.
• Implement best-in-class service models from healthcare, hospitality, and consumer service industries.

Coaching & Culture Building

• Coach leaders and staff on how to consistently deliver empathetic, respectful, and responsive care.
• Develop and facilitate training programs that build patient-centered communication skills across the organization.
• Promote a culture of service excellence that empowers every employee to positively impact the patient journey.

Patient Communication Strategy

• Partner with Business Development and Communications to craft messaging that keeps patients informed, reassured, and engaged.
• Lead efforts to improve communications across the entire patient lifecycle—from appointment scheduling to follow-up care.

Service Excellence & MIPS Alignment

• Ensure that MIPS and other performance programs are aligned with and support a superior patient experience.
• Collaborate with operational teams to interpret data and develop improvement plans that benefit both patient outcomes and satisfaction.
• Provide guidance and support for regulatory reporting with an emphasis on how performance impacts the patient.

Data-Driven Improvement

• Manage and interpret patient feedback and performance metrics to prioritize and drive improvement initiatives.
• Prepare regular reports and presentations on patient experience trends and outcomes to inform strategy.
• Lead action planning based on survey and engagement results.

Education

• Bachelor’s degree in healthcare administration, business, or a related field required.
• Master’s degree preferred.

Experience & Skills

• Minimum 3 years of leadership experience in healthcare, patient experience, service excellence, or organizational development.
• Strong understanding of what creates positive experiences in healthcare and how to operationalize service standards.
• Proven ability to influence culture and coach others toward empathy-based care.
• Familiarity with patient satisfaction tools and experience improvement methodologies.
• Experience in MIPS or other payor/regulatory program coordination is a plus.
• Strong communication, data analysis, and cross-functional leadership skills.

Shift: Day Shift (Monday through Friday) no weekends or holidays
Pay Type: Salaried (Exempt)

The Pinehurst Medical Clinic is an equal opportunity employer and fully supports and maintains compliance with all state, federal, and local regulations and provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.

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