Customer Engagement Manager

Fairview Health Services; Saint Paul (MN); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

PTO

Sick time

Tuition reimbursement

401(k) retirement

Earned wage access

Job summary

Fairview Health Services seeks a Customer Engagement Manager to provide strategic leadership for programs that elevate patient, family, employee, and community voice across the organization. You will partner with leaders to design feedback strategies, translate insights into actionable recommendations, and drive improvements in patient experience, access, equity, and operational performance.

The role requires coordinating inclusive engagement activities, overseeing surveys and reporting, and

Qualifications

• Bachelor’s degree in business or healthcare related field or equivalent combination of experience and education.
• 7+ years’ experience managing and supporting operational excellence and/or customer engagement strategies at multiple levels.
• Outstanding communication and presentation skills.
• Proven ability to develop resources and tools to drive efficiency.
• Experience partnering with senior leaders and executives on complex projects.
• Experience building and maintaining online databases, surveys, and analysis reports.
• Proficiency with regulatory and safety guidelines for healthcare programs.

Responsibilities

• Leads Customer Engagement programs integrating patient, family, employee, and community perspectives into decisions.
• Consults with operational leaders to define needs and recommend feedback methods.
• Plans and coordinates customer feedback activities ensuring inclusivity and actionable outcomes.
• Facilitates feedback with non-English-speaking patients in partnership with interpreter services.
• Develops and maintains Customer Engagement programs aligned with business needs across departments.
• Manages surveys, databases, reporting tools, and outcome tracking to support strategy.
• Analyzes feedback to identify trends, barriers, opportunities, and learnings.
• Provides guidance to leaders on findings and recommended actions.
• Supports leaders in incorporating customer voice into decision-making and improvements.
• Supports recruitment, onboarding, and ongoing engagement of Patient Family Advisors while maintaining privacy and compliance.
• Monitors voice and insight tracking and escalates barriers and resource needs as appropriate.
• Partners with multidisciplinary teams to improve patient experience, access, equity, and performance.
• Supports Customer Experience priorities through training, program support, and documentation.

Skills

Communication skills

Presentation skills

Operational excellence

Customer engagement strategies

Executive collaboration

Data reporting & analytics

Healthcare compliance

Education

Bachelor’s degree in business or healthcare

Tools

Volgistics Database

SharePoint

Job description

Job Overview

The Customer Engagement Manager provides strategic leadership for customer engagement programs and initiatives that elevate patient, family, employee, and community voice across the organization. This role partners with operational and system leaders to define business needs, design effective feedback strategies, facilitate inclusive engagement, and translate insights into actionable recommendations that improve customer experience, access, equity, and operational performance.

Responsibilities

• Leads Customer Engagement programs that advance a human-centered culture and integrate patient, family, employee, and community perspectives into operational and strategic decisions.


• Consults with operational leaders to define business needs, clarify learning objectives, and recommend appropriate customer feedback methods, including advisory councils, focus groups, listening sessions, interviews, surveys, user testing, patient panels, and workgroup participation.


• Leads the planning, coordination, and facilitation of customer feedback activities, ensuring engagement is inclusive, structured, and aligned to actionable improvement opportunities.


• Facilitates feedback opportunities with non-English-speaking patients and families in partnership with interpreter services and operational teams to support accessible and culturally responsive engagement.


• Develops and maintains Customer Engagement programs that prioritize operational and transformation requests, align feedback approaches to business needs, and support improvement across departments, service lines, and system initiatives.


• Manages surveys, databases, reporting tools, and outcome tracking to support strategy, evaluate engagement effectiveness, and inform complex multi-department and system-level initiatives.


• Analyzes feedback reports, survey results, listening-session themes, and engagement outcomes to identify trends, barriers, opportunities, and shared learnings.


• Provides consultation to leaders and teams on findings, recommended actions, and opportunities to apply customer voice to practices, projects, policies, and service improvements.


• Supports leaders, providers, and departments in implementing standard processes to incorporate customer voice into decision-making and continuous improvement.


• Supports recruitment, onboarding, recognition, and ongoing engagement of Patient Family Advisors while maintaining privacy, HIPAA, compliance, regulatory, and database standards.


• Monitors voice and insight tracking to ensure feedback is analyzed, catalogued, shared, and leveraged across the organization; escalates barriers, gaps, and resource needs as appropriate.


• Partners with multidisciplinary teams to improve patient experience, satisfaction, access, equity, and operational performance.


• Supports Customer Experience priorities through leader training, program support, facilitation, documentation, and other strategic or ad hoc initiatives as assigned.

Required Qualifications

• Bachelor’s degree in business or healthcare related field or equivalent combination of experience and education.


• 7+ years’ experience managing and supporting operational excellence and/or customer engagement strategies including department-level, multiple departments, site and/or service line (system) work.


• Outstanding communication and presentation skills.


• Proven ability to develop resources and tools to drive efficiency.


• Experience supporting highly complex projects in partnership with staff, supervisors, managers, directors, system directors, Vice Presidents, Senior Executives and C-Suite Executives.


• Proven ability to manage effectively in a complex business environment.


• Efficiency in building and managing online databases, surveys and creating analysis reports to support complex multiple department strategic projects.


• Proficient with regulatory and safety guidelines for volunteer programming in healthcare and adherence to process and compliance reporting.

Preferred Qualifications

• Healthcare compliance and regulatory experience.


• Volgistics Database, SharePoint, HealthCare, Management in LEAN setting


• Experience with developing automation, bots, tools, and resources to drive efficiency.


• Project Management, Lean, or related certification

Benefit Overview

Fairview offers a generous benefit package including but not limited to medical, dental, vision plans, life insurance, short-term and long-term disability insurance, PTO and Sick and Safe Time, tuition reimbursement, retirement, early access to earned wages, and more! Please follow this link foradditional information: https://www.fairview.org/careers/benefits/noncontract

Compensation Disclaimer

The posted pay range is for a 40-hour workweek (1.0 FTE). The actual rate of pay offered within this range may depend on several factors, such as FTE, skills, knowledge, relevant education, experience, and market conditions. Additionally, our organization values pay equity and considers the internal equity of our team when making any offer. Hiring at the maximum of the range is not typical. If your role is eligible for a sign-on bonus, the bonus program that is approved and in place at the time of offer, is what will be honored.

EEO Statement

EEO/Vet/Disabled: All qualified applicants will receive consideration without regard to any lawfully protected status