Patient Experience & Engagement Lead

Fairview Health Services; Saint Paul (MN); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

PTO

Sick time

Tuition reimbursement

401(k) retirement

Earned wage access

Job summary

Fairview Health Services seeks a Customer Engagement Manager to provide strategic leadership for programs that elevate patient, family, employee, and community voice across the organization. You will partner with leaders to design feedback strategies, translate insights into actionable recommendations, and drive improvements in patient experience, access, equity, and operational performance.

The role requires coordinating inclusive engagement activities, overseeing surveys and reporting, and

Qualifications

• Bachelor’s degree in business or healthcare related field or equivalent combination of experience and education.
• 7+ years’ experience managing and supporting operational excellence and/or customer engagement strategies at multiple levels.
• Outstanding communication and presentation skills.
• Proven ability to develop resources and tools to drive efficiency.
• Experience partnering with senior leaders and executives on complex projects.
• Experience building and maintaining online databases, surveys, and analysis reports.
• Proficiency with regulatory and safety guidelines for healthcare programs.

Responsibilities

• Leads Customer Engagement programs integrating patient, family, employee, and community perspectives into decisions.
• Consults with operational leaders to define needs and recommend feedback methods.
• Plans and coordinates customer feedback activities ensuring inclusivity and actionable outcomes.
• Facilitates feedback with non-English-speaking patients in partnership with interpreter services.
• Develops and maintains Customer Engagement programs aligned with business needs across departments.
• Manages surveys, databases, reporting tools, and outcome tracking to support strategy.
• Analyzes feedback to identify trends, barriers, opportunities, and learnings.
• Provides guidance to leaders on findings and recommended actions.
• Supports leaders in incorporating customer voice into decision-making and improvements.
• Supports recruitment, onboarding, and ongoing engagement of Patient Family Advisors while maintaining privacy and compliance.
• Monitors voice and insight tracking and escalates barriers and resource needs as appropriate.
• Partners with multidisciplinary teams to improve patient experience, access, equity, and performance.
• Supports Customer Experience priorities through training, program support, and documentation.

Skills

Communication skills

Presentation skills

Operational excellence

Customer engagement strategies

Executive collaboration

Data reporting & analytics

Healthcare compliance

Education

Bachelor’s degree in business or healthcare

Tools

Volgistics Database

SharePoint

Job description

Fairview Health Services seeks a Customer Engagement Manager to provide strategic leadership for programs that elevate patient, family, employee, and community voice across the organization. You will partner with leaders to design feedback strategies, translate insights into actionable recommendations, and drive improvements in patient experience, access, equity, and operational performance.

The role requires coordinating inclusive engagement activities, overseeing surveys and reporting, and