Patient Experience Leader — Service Excellence

Carlsbad Medical Center; Carlsbad (NM); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Competitive Compensation

Health Coverage

401(k) Retirement Plan

Paid Time Off

Professional Development

Employee Discounts

Job summary

Carlsbad Medical Center in Carlsbad, NM, is seeking a Patient Experience Manager to lead facility-wide efforts to improve patient perception of care and service reliability, partnering with hospital leadership and frontline teams to strengthen communication and accountability.

You will analyze performance data, drive standardized practices, coach leaders, and provide dashboards to promote transparency and measurable improvement, with a focus on patient-centered care and HCAHPS performance.

Qualifications

• Bachelor’s degree in a relevant field or equivalent leadership experience.
• CPXP certification preferred or obtained within 12 months of hire.
• Experience leading patient experience or service excellence initiatives.

Responsibilities

• Lead enterprise-wide patient experience initiatives and ensure standardized practices.
• Coach leaders and frontline staff to reinforce patient-centered behaviors.
• Develop dashboards and reports for leadership to monitor performance.
• Collaborate with Education, HR, and hospital leadership on training and onboarding.
• Monitor patient experience metrics and drive continuous improvement.

Skills

Leadership

Communication

Collaboration

Data analysis

Problem-solving

Education

Bachelor’s degree

CPXP certification

Tools

Google Workspace

Microsoft 365

Healthcare software systems

Job description

Carlsbad Medical Center in Carlsbad, NM, is seeking a Patient Experience Manager to lead facility-wide efforts to improve patient perception of care and service reliability, partnering with hospital leadership and frontline teams to strengthen communication and accountability.

You will analyze performance data, drive standardized practices, coach leaders, and provide dashboards to promote transparency and measurable improvement, with a focus on patient-centered care and HCAHPS performance.