Manager Patient Experience | Main | Days

Veterans in Healthcare; Yuma (AZ); On-site; USD 91,000 - 145,000; Full time

Job summary

Veterans in Healthcare in Yuma, AZ seeks a Manager Patient Experience to lead strategies that improve care quality, safety, and patient satisfaction. The role collaborates with leaders, providers, and staff to design, implement, and evaluate programs across the organization.

The position oversees survey administration, reporting to executives, training of leaders, and development of dashboards. A Bachelor’s degree in a related field and at least three years in healthcare operations or patient

Qualifications

• Minimum requirements include a Bachelor's degree in a related field and 3 years of healthcare operations, patient experience, project management, process improvement, or performance excellence.
• Preferred: Masters Degree and Coaching certification.

Responsibilities

• Champions a culture of passion for patients and families by collaborating with leaders, providers, and staff to develop and enhance programs that improve care quality and patient experience.
• Manages patient experience surveys administration, CMS-compliant reporting, and PHI handling with accuracy and privacy.
• Develops and delivers leadership reports and dashboards; leads work groups and trains leaders and staff to achieve outcomes.
• Builds education, coaching, and recognition programs to sustain excellence; promotes organizational values.
• Leads patient experience initiatives, manages dashboards, and monitors survey sampling, response rates, and relevance of questions.

Skills

Leadership

Project management

Data analysis

Communication

Education

Bachelor's degree in Healthcare Administration

Bachelor's degree in Business Administration

Bachelor's degree in Nursing

Bachelor's degree in Public Health

Bachelor's degree in Organizational Leadership

Job description

Patient Experience

Manager Patient Experience | Main | Days

Job Details

Career area Patient Experience Position Type Full Time Date Posted 07/24/2026 Location Yuma, AZ 85364, United States Job ID 13594

Work Status Details: REGULAR FULL TIME | 80.00 Hours Every Two Weeks Shift: Days Pay Rate Type: Annual Salary Location: Yuma Medical Center

Base salary range: Min = $90,758.62 Mid = $117,986.20 Max = $145,213.79

Responsibilities

• Champions a culture of passion and commitment for patients and families by working collaboratively with leaders, providers, and staff to develop, implement, evaluate, and enhance programs and services that improve care quality, safety, and patient experience across the organization.
• Ensures organizational compliance with the administration of patient experience surveys, in accordance with CMS regulatory requirements; maintains accuracy and compliance in the management of patient protected health information (PHI) and reporting of patient experience performance.
• Creates and delivers reports and presentations to leadership teams; facilitates work and progress of work teams to produce desired outcomes, strategies, and accountability tools; develops curriculum and facilitates training for leaders and staff throughout the organization.
• Effectively utilizes the organization’s purpose, pillars and values, feedback, observations, and stories to engage and inspire leaders and teams.
• Serves as a subject matter expert and central resource for patient experience information; maintains knowledge of industry standards, organizational policies and procedures, and regulatory requirements; completes relevant policy updates and communication; remains aware of changes to survey requirements; manages survey updates.
• Leads and manages designated direct reports within the Patient Experience department.
• Manages vendor contracts and relationships; maximizes utilization of consultative services and value optimization; partners with multidisciplinary teams to evaluate and implement service offerings; oversees the patient survey distribution process, including monitoring of sampling modality and methodology, return rates, and relevance of survey questions and templates.
• Monitors and analyzes patient experience data; identifies trends and recommends actionable plans to improve patient experience outcomes.
• Implements service recovery processes and ensures timely resolution of patient concerns.
• Promotes a culture of excellence by establishing and sustaining education, coaching, and recognition programs.
• Facilitates patient and family advisory council meetings and effectively leads associated programs and projects.
• Utilizes process mapping, workflow redesign, root cause analysis, and improvement workshops; identifies opportunities to improve efficiency, reduce waste, enhance patient flow, and improve access to care.
• Develops and maintains performance dashboards and reports to monitor improvement initiatives.
• Ensures sustainability of implemented improvements through ongoing monitoring and accountability.
• Manages multiple projects simultaneously through initiation, implementation, evaluation and maintenance stages.
• Develops project charters, timelines, work plans, budgets, and communication strategies.
• Builds strong relationships with clinical and operational leaders to drive organizational change.
• Supports employee engagement initiatives that impact patient and team member experience.
• Represents the department and organization to internal and external customers; communicates respectfully and effectively with others.
• Other duties as assigned.

Education

• BACHELOR'S DEGREE
• Minimum Requirements Bachelors Degree Healthcare Administration, Business Administration, Nursing, Public Health, Organizational Leadership or related field
• 3 years of experience in healthcare operations, patient experience, project management, process improvement, or performance excellence required
• Preferred: Masters Degree Coaching certification