Manager Patient Experience

Ensemble Health Partners; Northern (KY); Hybrid; USD 80,000 - 120,000; Full time

Benefits offered by this job

Bonus Incentives

Paid Certifications

Tuition Reimbursement

Comprehensive Benefits

Career Advancement

Job summary

Ensemble Health Partners is seeking a Manager Patient Experience to lead patient experience strategy across multiple facilities, aligning with client leadership and internal teams. You will drive initiatives, oversee programs, and deliver measurable improvements in satisfaction and service recovery.

The role requires 5-7 years in healthcare, excels at data analysis, and involves travel ~50%. This is a remote position with onsite travel to client or corporate locations as needed.

Qualifications

• 5-7 years' experience in Healthcare
• Keen attention to detail, self-motivated, service-oriented
• Proficiency in Microsoft Excel, Word and PowerPoint
• Travel is required, approximately 50%
• Demonstrated advanced usage of AI and management of teams using AI

Responsibilities

• Strategic Leadership & Executive Presence: regional liaison for patient experience strategy; present insights to client leadership.
• Program Oversight & Performance Management: implement programs, track KPIs, coach on customer-obsessed framework.
• Data Analysis & Reporting: interpret data, prepare exec reports, use advanced analytics.
• Project & Change Management: manage regional projects, drive adoption and change.
• Team Development & Collaboration: mentor onsite leaders and staff; foster accountability and innovation.

Skills

Decision Making

Courage

Influencing

Coaching & Developing Others

Emotional Intelligence

Creating an Inclusive Environment

Job description

Thank you for considering a career at Ensemble! Ensemble is a leading provider of technology-enabled revenue cycle management solutions for health systems, including hospitals and affiliated physician groups. They offer end-to-end revenue cycle solutions as well as a comprehensive suite of point solutions to clients across the country. Ensemble keeps communities healthy by keeping hospitals healthy. We recognize that healthcare requires a human touch, and we believe that every touch should be meaningful. This is why our people are the most important part of who we are. By empowering them to challenge the status quo, we know they will be the difference! O.N.E Purpose: Customer Obsession: Consistently provide exceptional experiences for our clients, patients, and colleagues by understanding their needs and exceeding their expectations. Embracing New Ideas: Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation. Striving for Excellence: Execute at a high level by demonstrating our “Best in KLAS” Ensemble Difference Principles and consistently delivering outstanding results.

The Opportunity

• Bonus Incentives
• Paid Certifications
• Tuition Reimbursement
• Comprehensive Benefits
• Career Advancement

This position pays between $80,100.00 - $120,150.00 based on experience.

Manager Patient Experience

The Manager Patient Experience serves as a strategic leader and operational partner responsible for driving patient experience excellence across multiple facilities within the region. This role ensures alignment with organizational goals, oversees implementation of experience initiatives, and provides executive-level engagement with client leadership. The Manager Patient Experience influences decision-making, leads the client proactive partnership plan, executes cross-functional projects, and delivers measurable improvements in patient satisfaction and service recovery, while serving as a change agent for new initiatives.

Job Competencies

• Decision Making - Makes decisions by gathering, analyzing, and interpreting information; chooses the best course of action by establishing clear decision criteria, generating and evaluating alternatives, and making timely decisions.
• Courage - Proactively confronts difficult issues and effectively participates in challenging conversations; makes hard choices and takes bold action in the face of opposition or fear. Refuses defeat.
• Influencing - Uses effective persuasion techniques to gain acceptance of ideas and commitment to actions that support specific outcomes.
• Coaching & Developing Others - Partners with individuals’ and supports their development of knowledge, skills, and abilities; empowers them to unlock their potential and maximize performance and growth knowing that developing you makes us better.
• Emotional Intelligence - Establishes and sustains trusting relationships by accurately understanding and interpreting one’s own and others’ emotions and adapts behaviors to accomplish intended results.
• Creating an Inclusive Environment - Makes decisions and initiates action to ensure that policies and business practices leverage the capabilities and insights of individuals with diverse backgrounds, cultures, styles, abilities, and motivation.

Essential Job Functions

• Strategic Leadership & Executive Presence Serves as the primary regional liaison for patient experience strategy, partnering with senior client leadership and internal stakeholders. Represents the Experience Team in executive-level meetings, presenting insights, recommendations, and progress reports. Influences organizational priorities and advocates for initiatives that enhance patient experience and operational performance. Recommends improvements to broader team workflows and evidence based best practice to elevate patient experience outcomes.
• Program Oversight & Performance Management Leads regional implementation of patient experience programs, ensuring consistency and compliance with organizational standards. Develops and monitors KPIs, dashboards, and scorecards to track performance and identify opportunities for improvement. Educates and coaches both leaders and associates on creating and maintaining a customer-obsessed framework, service recovery processes and resolving escalated client concerns, ensuring timely resolution and root cause analysis. Assist with development and implementation of action plans to impact and influence patient experience improvements.
• Data Analysis & Reporting Interprets complex data sets to identify trends, risks, and mitigation strategies. Prepares executive-level reports and presentations for internal and client leadership. Utilizes advanced and predictive analytics to drive decision-making and continuous improvement.
• Project & Change Management Manages multiple regional projects, including strategic initiatives, technology adoption, and process enhancements, from integration and throughout life cycle of client. Facilitates collaboration across departments to ensure successful implementation of experience-related programs, creating an inclusive environment. Champions change management efforts to embed patient experience culture throughout the organization and in alignment with the client patient experience overall strategy.
• Team Development & Collaboration Partners across the revenue cycle continuum of care and within Ensemble internal department to ensure a cohesive programmatic approach to customer obsessed service. Provides mentorship and guidance to onsite leaders and other team members in areas of patient and family/consumer experience. Fosters a culture of accountability, innovation, and excellence within the regional experience team.

Other Knowledge, Skills and Abilities

• 5 - 7 years' experience in Healthcare Keen attention to detail, self-motivated, and service-oriented Ability to coach and develop others Strategic thinker and problem solver with the ability to be hands-on Proficiency in Microsoft Excel, Word and PowerPoint Travel is required, approximately 50% Demonstrated advanced usage of AI and the management of teams using AI to lean in to process and technological improvements, to include the exploration, experimentation, and application of AI

This is a remote position; however, candidates must be willing and able to travel to and work onsite at client, temporary, or corporate office locations as business needs require.

Required Certifications

• HFMA Certified Revenue Cycle Representative (CRCR) within 9 months of hire
• Certified Patient Experience Professional (CPXP) within 12 months of hire

Join an award-winning company

• Five-time winner of “Best in KLAS” 2020-2022, 2024-2025
• Black Book Research's Top Revenue Cycle Management Outsourcing Solution 2021-2024
• 22 Healthcare Financial Management Association (HFMA) MAP Awards for High Performance in Revenue Cycle 2019-2024
• Leader in Everest Group's RCM Operations PEAK Matrix Assessment 2024
• Clarivate Healthcare Business Insights (HBI) Revenue Cycle Awards for strong performance 2020, 2022-2023
• Energage Top Workplaces USA 2022-2024
• Fortune Media Best Workplaces in Healthcare 2024
• Monster Top Workplace for Remote Work 2024
• Great Place to Work certified 2023-2024
• Innovation Work-Life Flexibility Leadership Purpose + Values

Bottom line, we believe in empowering people and giving them the tools and resources needed to thrive. A few of those include: Associate Benefits – We offer a comprehensive benefits package designed to support the physical, emotional, and financial health of you and your family, including healthcare, time off, retirement, and well-being programs. Our Culture – Ensemble is a place where associates can do their best work and be their best selves. We put people first, last and always. Our culture is rooted in collaboration, growth, and innovation. Growth – We invest in your professional development. Each associate will earn a professional certification relevant to their field and can obtain tuition reimbursement. Recognition – We offer quarterly and annual incentive programs for all employees who go beyond and keep raising the bar for themselves and the company.

Ensemble is an equal employment opportunity employer. It is our policy not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender, gender identity, religion, national origin, age, disability, military or veteran status, genetic information or any other basis protected by applicable federal, state, or local laws. Ensemble also prohibits harassment of applicants or employees based on any of these protected categories. Ensemble provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law. If you require accommodation in the application process, please contact [e-mail].

This posting addresses state specific requirements to provide pay transparency. Compensation decisions consider many job-related factors, including but not limited to geographic location; knowledge; skills; relevant experience; education; licensure; internal equity; time in position. A candidate entry rate of pay does not typically fall at the minimum or maximum of the role’s range.

If you are a passionate, dedicated and experienced revenue cycle, consulting or finance professional and seek career and personal growth, we would love to hear from you. We believe that we foster an environment where talented individuals can excel and shine. Our team believes that people are the most important part of our success and that when we take care of our people, they pay it forward by providing our clients with excellent results and world-class service.