Inpatient Experience Program Lead

Duke University Health System; Durham (NC); On-site; USD 95,000 - 125,000; Full time

Job summary

Duke University Health System in Durham, NC seeks a Patient Experience Program Manager to lead initiatives that elevate the patient experience across the Duke University Hospital inpatient platform. You will partner with nursing, physicians, and interdisciplinary teams to design, implement, and measure improvement efforts using PVR and HCAHPS data, driving performance and clinical engagement across units.

The role emphasizes evidence-based strategies, change management, and education to empower

Qualifications

• Bachelor's degree required; Master's in Healthcare Administration, Nursing, Public Health, or related field preferred.
• Four years of related program management experience or equivalent combination of education and experience.
• 3–5+ years in healthcare, patient experience, quality improvement, or related field.
• Experience with HCAHPS or patient experience data preferred.
• Analytical skills to translate data into actionable strategies.
• Experience leading cross-functional initiatives.

Responsibilities

• Lead development and implementation of patient experience initiatives across inpatient units.
• Collaborate with nursing, physicians, and care teams to drive engagement and accountability.
• Analyze PVR, HCAHPS and other data to identify trends and opportunities.
• Present findings to leadership and frontline teams.
• Monitor metrics and track progress toward goals.
• Support unit leaders in action plan development and execution.
• Design training sessions on patient experience best practices.

Education

Bachelor's degree

Master's degree (preferred)

Job description

Duke University Health System in Durham, NC seeks a Patient Experience Program Manager to lead initiatives that elevate the patient experience across the Duke University Hospital inpatient platform. You will partner with nursing, physicians, and interdisciplinary teams to design, implement, and measure improvement efforts using PVR and HCAHPS data, driving performance and clinical engagement across units.

The role emphasizes evidence-based strategies, change management, and education to empower