Hybrid Patient Experience Program Lead – Data-Driven Care

Duke Careers; Durham (NC); Hybrid; USD 85,000 - 120,000; Full time

Job summary

Duke University Hospital in Durham, NC, seeks a Patient Experience Program Manager to lead initiatives across inpatient units, using PVR and HCAHPS data to enhance patient satisfaction and outcomes. The role requires collaboration with clinical and operational teams to implement evidence-based strategies.

Strong communication, analytical skills, and experience guiding cross-functional projects are essential for driving performance improvement and aligning with organizational priorities.

Qualifications

• Bachelor's degree required; master's degree preferred.
• 4 years of related experience.
• 3–5+ years in healthcare, patient experience, quality improvement, or a related field.
• Experience with HCAHPS and/or patient experience data strongly preferred.
• Analytical skills to translate data into actionable strategies.
• Demonstrated experience leading cross-functional initiatives.

Responsibilities

• Design, implement, and manage patient experience initiatives across inpatient units.
• Align initiatives with organizational priorities, regulatory requirements, and best practices.
• Lead cross-functional projects to improve patient experience domains.
• Partner with nursing, physicians, and care teams to drive engagement and accountability.
• Facilitate education and training on patient experience best practices.
• Support leaders in developing and executing action plans.
• Analyze PVR, HCAHPS, and other data to identify trends and opportunities.
• Develop insights and present findings to leadership and frontline teams.
• Monitor performance metrics and progress toward goals.

Skills

Facilitation skills

Project management

Change management

Performance improvement

Patient-centered care

Education

Bachelor's degree

Master's degree preferred

Job description

Duke University Hospital in Durham, NC, seeks a Patient Experience Program Manager to lead initiatives across inpatient units, using PVR and HCAHPS data to enhance patient satisfaction and outcomes. The role requires collaboration with clinical and operational teams to implement evidence-based strategies.

Strong communication, analytical skills, and experience guiding cross-functional projects are essential for driving performance improvement and aligning with organizational priorities.