**16274BR** **Title:** Program Manager, Patient Experience **Department/Cost Center:** 837 - Service Excellence/Patient Relations **Job Description:** *Highland Hospital is seeking a Program Manager for Patient Experience. This newly created role has been designed to provide a dedicate resource to the Patient & Family experience @ the hospital. Looking for someone with a strong analytical background and a passion for making sure our patients have the best possible experience any and every time they have to visit. Some duties include but are not limited to: Under the general supervision of the Chief Experience Officer, the Program Manager leads the development of programs, methods and initiatives that drive service excellence to continually enhance the patient and family experience at Highland Hospital. The Program Manager, Patient Experience is integral to the delivery of Patient and Family-Centered Care, overseeing and enhancing all aspects of patient satisfaction and service quality. The role will track and trend patient feedback, provide leadership in translating patient satisfaction data and analysis of Press Ganey outcomes, and identify performance improvement opportunities. Works directly with the leadership team to create and operationalize strategy in alignment with organization goals and will develop, implement and conduct staff training programs with an emphasis on high service standards and patient and family-centered care. As an overall service excellence champion for the hospital, the program manager will recommend actionable insights to senior leadership and work across all disciplines to align efforts to improve patient outcomes and satisfaction. **Salary Range:** $70,000.00 - $99,500.00 annually _The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations._ **Auto req ID:** 16274BR **Job Requirements:** + Education: BA or BS in Business, Health Care Administration, or Hospitality Management required + Experience: Five years operations management experience in a hospital environment or similar service industry required. Experience managing complex projects, and coordinating concurrent tasks required. Experience leading culture or process improvement with the end goal of improved experiences preferred. Experience and working knowledge of patient/family satisfaction models and interventions preferred. Training and curriculum development experience preferred. + License/Certification Required: N/A + Skills: high computer proficiency required in Word, Outlook, Excel, with the ability to read, analyze and track data; ability to learn and be efficient in new software (training provided); strong written and oral communication skills; able to work independently and manage workflows in a fast paced, confidential environment; excellent organization skills and attention to detail. **Employment Status:** Full-Time **Hours/Week:** 40 **Posting Title:** Program Manager, Patient Experience **City:** Rochester **Work Shift:** Days **Area of Interest:** Mid-Level Providers The Hospital is committed to equal opportunity for all persons regardless of age, color, disability, ethnicity, marital status, national origin, race, religion, sex, sexual orientation, veteran status, or any other status protected by law.