Patient Experience Manager

CHS Career Site

Carlsbad (NM)

On-site

USD 85,000 - 120,000

Full time

2 days ago

Be an early applicant

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Benefits offered by this job

Competitive Compensation

Comprehensive Health Coverage

Future Security

Generous Paid Time Off

Career Growth Opportunities

Recognition & Reward Programs

Exclusive Employee Discounts & Perks

Job summary

The Patient Experience Manager at Carlsbad Medical Center leads facility-wide efforts to improve patient perception of care and service reliability by promoting standardized practices and performance expectations. You will partner with hospital leadership, physicians, and frontline teams to strengthen communication, service behaviors, and accountability aligned with Vision and Values and HCAHPS standards.

You will analyze performance data, identify improvement opportunities, and drive targeted

Qualifications

Bachelor's Degree in relevant field is required, or four+ years of direct experience in lieu of a degree.
Master's Degree preferred
2-4 years of experience in a closely related field with a Bachelor's degree required
2-4 years of leadership experience preferred

Responsibilities

Lead enterprise-defined patient experience initiatives within the facility.
Coach department leaders and frontline staff on patient-centered care.
Partner with Education and HR to align training programs.
Develop dashboards and reports for hospital leadership.
Monitor patient experience metrics and drive improvements.
Ensure compliance with enterprise standards and HRO principles

Skills

Leadership

Communication

Cross-functional

Problem-solving

Time management

Data analysis

Collaboration

Education

Bachelor's Degree in relevant field

Four (4) plus years of direct experience in lieu of a Bachelor's degree

Master's Degree preferred

2-4 years of experience in closely related field with Bachelor's degree required

2-4 years of previous leadership experience preferred

Tools

Google platforms

Microsoft platforms

Healthcare software systems

Data analysis tools

Job description

Competitive Compensation – Salary and benefits package designed to reward your expertise, leadership, and contributions.
Comprehensive Health Coverage – Medical, dental, vision, and life insurance options to support you and your family.
Future Security – 401(k) retirement plan with employer matching to help you build long-term financial stability.
Generous Paid Time Off – Paid Time Off (PTO) and Extended Illness Bank (EIB) to support work-life balance and personal well-being.
Career Growth Opportunities – Professional development, leadership training, and advancement opportunities across our organization.
Recognition & Reward Programs – We celebrate employee achievements and contributions to our success.
Exclusive Employee Discounts & Perks – Access to special savings and benefits designed for our team members.

Role:Patient Experience Manager
Location: Carlsbad Medical Center

Schedule: Monday-Friday 8am - 5pm

Job Summary

The Patient Experience Manager leads facility-wide efforts to improve patient perception of care and service reliability by driving adoption of standardized patient experience practices and performance expectations. This role partners with hospital leadership, physicians, and frontline teams to strengthen communication, service behaviors, and accountability aligned with enterprise Vision and Values and HCAHPS performance standards. The Patient Experience Manager analyzes performance data, identifies improvement opportunities, and leads targeted initiatives that enhance patient satisfaction, reinforce service excellence, and support sustained operational results.

Essential Functions

Executes enterprise-defined patient experience initiatives within the facility, ensuring alignment with organizational priorities and consistent application of standardized practices, tools, and protocols.
Serves as the primary operational resource for hospital leadership and staff regarding patient experience standards, HCAHPS performance expectations, and Service High Reliability Organization (HRO) principles.
Provides hands-on coaching to department leaders, managers, and frontline staff to reinforce empathy, service excellence, accountability, and consistent implementation of patient-centered behaviors.
Partners with Education and Human Resources teams to align training programs, onboarding processes, and ongoing development efforts with enterprise-defined patient experience standards.
Leads onboarding and structured training sessions for leaders and staff to reinforce enterprise Vision, Values, and patient-centered care expectations.
Maintains systems and processes that ensure leaders and staff have access to patient experience data, tools, and resources necessary to support performance improvement efforts.
Monitors and evaluates facility-level patient experience metrics, identifies performance trends and gaps, and collaborates with hospital and regional leadership to implement targeted improvement actions.
Develops and delivers professional presentations, dashboards, and reports to hospital leadership and interdisciplinary teams to promote transparency, accountability, and measurable improvement.
Leads and actively participates in patient experience-related performance improvement initiatives, including service recovery and quality improvement efforts, ensuring implementation and sustainment of approved practices.
Guides hospital teams in applying enterprise-approved improvement frameworks to address patient experience gaps and sustain performance gains.
Performs other duties as assigned.
Maintains regular and reliable attendance.
Complies with all policies and standards.

Leadership ResponsibilitiesQualifications

Bachelor's Degree in relevant field required or
Four (4) plus years of direct experience in lieu of a Bachelor's degree required
Master's Degree preferred
2-4 years of experience in closely related field with Bachelor's degree required
2-4 years of previous leadership experience preferred

Knowledge, Skills and Abilities

Strong leadership, organizational, and communication skills.
Ability to collaborate with interdisciplinary teams and manage cross-functional relationships.
Foster a positive work environment that promotes teamwork, professionalism, and continuous improvement.
Communicate effectively with leadership, team members, and stakeholders.
Ability to work effectively with others, delegate responsibilities, and independently manage tasks while meeting established deadlines.
Problem-solving and critical thinking skills.
In depth knowledge of industry best practices and regulatory compliance (if applicable).
Strong organizational and time management skills.
Proficiency with Google and Microsoft platforms, healthcare software systems, and data analysis tools.

Licenses and Certifications

Current active licensure in a clinical discipline (e.g., Registered Nurse or equivalent healthcare credential) required
Certified Patient Experience Professional (CPXP) obtained within 12 months of hire required

Why Work at Carlsbad Medical Center?

At Carlsbad Medical Center, we’re more than healthcare providers, we’re a team dedicated to compassionate care and community wellness. Join us for a supportive work environment, opportunities for professional growth, and the chance to make a real difference in the lives of our patients every day. Your skills, your passion, and your commitment matter here.

This position is not eligible for immigration sponsorship now or in the future. Applicants must be authorized to work in the U.S. for any employer.

Job Info