CX Program Manager: Patient Experience

Memorial Hermann; Houston (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

Memorial Hermann Health System is seeking a Program Manager to lead Consumer Experience (CX) initiatives across the health system. You will own cross-functional programs, coordinate stakeholder communications, and drive data-driven improvements that elevate the patient experience in all care settings.

Reporting to a CX leader, you will collaborate with executives, clinicians, and Enterprise Analytics to deliver tools, reports, and training that reinforce our service commitments while maintaining

Qualifications

• Five (5) years progressive experience in program management.
• Healthcare operations or process improvement experience preferred.
• Strong PM skills including planning and execution.
• Excellent written and verbal communication and interpersonal skills.
• Strong analytical skills with data tracking, reporting, and outcomes evaluation.
• Strong presentation skills for executive audiences.
• Strong organizational skills.
• Ability to develop data-driven solutions to pain points.
• Advanced proficiency in Microsoft Office; familiarity with Jira/SharePoint/Visio.
• Experience with Epic and HL7 is a plus.

Responsibilities

• Manage complex, system-wide CX programs from inception to rollout.
• Provide leadership and ownership for projects and events with site-team engagement.
• Build relationships with cross-functional teams to align priorities.
• Design tools and resources such as toolkits, insight reports, one-pagers, and talking points.
• Foster continuous improvement and adoption of best practices to enhance patient experience.
• Monitor risks and mitigate potential issues.
• Create presentations for committees and meetings within the system.
• Ensure safe care and adherence to policies within budgetary constraints.
• Support professional growth and act as mentor to staff.
• Model Memorial Hermann’s service standards for patients and workforce.
• Other duties as assigned.

Skills

Project management

Data analysis

Excel

SQL

Tableau

Sigma

Executive presentation

Healthcare knowledge

Education

Bachelor’s degree in Healthcare/Business/Marketing/CS

Master’s degree preferred

Tools

Jira

SharePoint

Visio

Epic HL7

Job description

Memorial Hermann Health System is seeking a Program Manager to lead Consumer Experience (CX) initiatives across the health system. You will own cross-functional programs, coordinate stakeholder communications, and drive data-driven improvements that elevate the patient experience in all care settings.

Reporting to a CX leader, you will collaborate with executives, clinicians, and Enterprise Analytics to deliver tools, reports, and training that reinforce our service commitments while maintaining