Manager - Patient Experience

About the Organization

Landmark Medical Center is part of Prime Healthcare and is hiring for a team member who will support its patient experience function. The hospital is a 214-bed acute care facility in Woonsocket, Rhode Island, and has earned an “A” patient safety rating from The Leapfrog Group. It has also received multiple Healthgrades recognitions for patient safety, heart care, and orthopedics. Serving northern Rhode Island and southern Massachusetts since 1873, the hospital is committed to quality, compassion, and community.

Role Overview

This position is responsible for serving as the subject matter expert for patient experience improvement, including quality, process, and best practices. The role acts as a main contact for facilities on patient experience questions, supports measurement and analysis efforts, and helps drive interventions that improve outcomes.

Key Responsibilities

The manager will build and deliver training, expert coaching, observations, knowledge checks, and skill validation related to patient experience improvement across the organization. The role will also communicate project requirements and commitments, prepare oral and written updates and presentations, track progress toward patient experience goals, and analyze data to identify priorities and improvement opportunities. The position serves as a change leader, works with directors and other managers to maintain the patient experience strategy, and takes a proactive approach to identifying risks that could affect success. In addition, the manager develops tools, workflows, and procedures that can be used across the system to strengthen patient experiences and supports collaboration with regional leadership and other teams to improve processes and outcomes.

Education, Experience, and Skills

Experience in consulting or coaching evidence-based best practices for patient experience within a healthcare setting is expected. A bachelor’s degree in Business, Healthcare, or a related field is preferred. The role requires strong written and verbal communication, excellent presentation ability, strong interpersonal skills, effective time management, initiative, and the ability to work independently. Candidates should be comfortable managing multiple projects and deadlines, have strong organization and attention to detail, and understand CAHPS, reputation management, and other public patient-experience surveys that affect public reporting and value-based reimbursement. Strong computer literacy is also needed, including proficiency with Word, PowerPoint, Excel, and Adobe Acrobat. Travel to all entity locations across the geographic service area is required.

Working Details

This is a full-time, day-shift, on-site role.

Equal Opportunity Notice

The employer states that it is an equal employment opportunity company and does not discriminate based on race, color, sex, sexual orientation, gender identity, religion, national origin, age, disability, military status, genetic information, or any other legally protected status. The company also prohibits harassment based on these protected categories.