Patient Experience Manager

Northbay; Fairfield (CA); On-site; USD 95,000 - 140,000; Full time

Job summary

NorthBay Health is seeking a Patient Experience Manager to advance service excellence across the health system. You will liaise with patients, families, clinical teams, and leaders to drive improvements in satisfaction and engagement.

The role uses data analytics, rounding, and education to identify opportunities and implement strategies for patient and family experience enhancements.

Qualifications

• Bachelor’s degree in nursing, Healthcare Administration, Social Work, Public Health, or related healthcare field.
• Minimum 3 years of healthcare experience.
• Experience working directly with patients and families in acute care, ambulatory, or healthcare setting.

Responsibilities

• Promote a culture of patient-centered care aligned with the organization's mission, vision, values, and service standards.
• Conduct proactive patient rounding to identify concerns, recognize excellence, and improve patient experience.
• Serve as a resource for leaders and staff regarding best practices in patient engagement and communication.
• Partner with operational and clinical leaders to implement patient experience initiatives and action plans.
• Respond to patient and family concerns, complaints, and grievances in a timely and professional manner.
• Facilitate service recovery efforts and collaborate with interdisciplinary teams to resolve issues effectively.
• Identify trends in patient concerns and recommend system-level improvements.
• Support compliance with regulatory requirements related to patient rights and grievance management.

Skills

Patient-centered care

Data analysis

Communication

Leadership

Project management

Confidentiality

Microsoft Office

Education

Bachelor’s degree in nursing or related healthcare field

Master’s degree in nursing, Healthcare Administration, Organizational Leadership, Public Health, Business Administration, or related fields

Tools

Excel

PowerPoint

Word

Job description

At Northbay Health the Patient Experience Manager is responsible for supporting and advancing a culture of service excellence, patient-centered care, and compassionate communication across the health system. This role serves as a liaison between patients, families, clinical teams, and operational leaders to improve the overall patient experience and drive measurable improvements in patient satisfaction and engagement outcomes.

The manager utilizes data analytics, rounding, complaint resolution, staff coaching, and education to identify opportunities and implement strategies that enhance the patient and family experience.

DUTIES AND RESPONSIBILITIES

• Promote a culture of patient-centered care aligned with the organization's mission, vision, values, and service standards.
• Conduct proactive patient rounding to identify concerns, recognize excellence, and improve patient experience.
• Serve as a resource for leaders and staff regarding best practices in patient engagement and communication.
• Partner with operational and clinical leaders to implement patient experience initiatives and action plans.
• Respond to patient and family concerns, complaints, and grievances in a timely and professional manner.
• Facilitate service recovery efforts and collaborate with interdisciplinary teams to resolve issues effectively.
• Identify trends in patient concerns and recommend system-level improvements.
• Support compliance with regulatory requirements related to patient rights and grievance management.

Data Analysis & Performance Improvement

• Monitor and analyze patient experience metrics, including HCAHPS, Press Ganey, and other patient feedback data.
• Prepare reports, dashboards, and presentations for leadership and departmental review.
• Identify improvement opportunities and support action planning to achieve patient experience goals.
• Participate in quality improvement projects utilizing Lean, PDSA, or other performance improvement methodologies.

Education & Staff Development

• Assist in developing and delivering training programs focused on communication, empathy, service excellence, and patient-centered care.
• Coach leaders and frontline staff on behaviors that positively influence patient experience outcomes.
• Support onboarding and ongoing education related to organizational service standards.
• Collaborate with nursing, physicians, ancillary departments, and administrative leaders to improve care delivery and patient satisfaction.
• Participate in interdisciplinary committees and patient experience councils.
• Support recognition programs that celebrate staff contributions to exceptional patient care and service.

Knowledge, Skills, and Abilities

• Strong understanding of patient-centered care principles and healthcare operations.
• Knowledge of patient experience metrics, HCAHPS methodology, and healthcare quality improvement practices.
• Excellent communication, conflict resolution, and relationship-building skills.
• Ability to analyze data and translate findings into actionable improvement plans.
• Strong organizational and project management skills.
• Ability to maintain confidentiality and handle sensitive situations with professionalism and empathy.
• Proficiency in Microsoft Office applications and healthcare data reporting systems.

Physical Requirements

• Ability to move throughout hospital and clinic environments.
• Frequent interaction with patients, families, physicians, and staff.
• Ability to sit, stand, walk, and use computer equipment for extended periods.

Success Measures

• Improvement in patient satisfaction and experience metrics.
• Timely resolution of patient concerns and grievances.
• Increased leader and staff engagement in patient experience initiatives.
• Successful implementation of service excellence and patient-centered care strategies.

  Positive feedback from patients, families, staff, and leadership.

  Qualifications

  Required

  • Bachelor’s degree in nursing, Healthcare Administration, Social Work, Public Health, or related healthcare field.
  • Minimum three (3) years of healthcare experience.
  • Experience working directly with patients and families in acute care, ambulatory, or healthcare setting.

  Preferred

  • Master’s degree in nursing, Healthcare Administration, Organizational Leadership, Public Health, Business Administration, or related fields.
  • Certification in Patient Experience (CPXP) or willingness to obtain within two years.
  • Experience in patient experience, quality improvement, service excellence, healthcare operations, or performance improvement initiatives.
  • Experience with patient satisfaction measurement tools, including HCAHPS and Press Ganey.
  • A clinically experienced healthcare professional with a master's degree who combines compassionate patient advocacy with strong analytical and relationship-building skills. This individual is passionate about creating exceptional patient and family experiences, influencing organizational culture, and driving measurable improvements in service excellence across the continuum of care.

  Experience/Skills:

  Minimum 3 years of progressively responsible experience in healthcare administration/patient experience required. Prior leadership or supervisory experience required. Experience in developing and implementing business strategies and plans that align with organizational goals. Demonstrates strong analytical, problem solving, strategic thinking, critical thinking, decision modeling and organizational skills.

  Knowledge:

  Demonstrates proficiency in Excel, PowerPoint, Word and other relevant software tools.

  Demonstrates ability to work in a collaborative team environment. Demonstrates excellent written and oral communication skills. Must be able to produce examples of written reports. Demonstrates ability to prepare and present high level presentations. Must be able to produce examples of presentations and related support materials. Advanced skills including analytical, critical-thinking and problem-solving skills to assess complex issues and develop solutions. Advanced interpersonal and leadership skills to lead and work collaboratively and effectively with multi-disciplinary, cross-functional teams.Excellent organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.

  Physical Effort:

  Attendance is an essential function of the job, remotely or in-person. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, must be able to spend multiple hours at the computer.Occasional lifting supplies, squatting, and standing.

  Hours of Work:

  Exempt. Based on business need.

  About Us

  Interpersonal Skills and Values

  Demonstrates NorthBay Health’s True North Values: Nurture Care, Own It, Respect Relationships, Build Trust, and Hardwire Excellence. These values guide behavior, accountability, teamwork, and commitment to high-quality patient care.

  Why NorthBay Health

  NorthBay Health is an independent, nonprofit health system serving the Napa, Solano, and Yolo County regions. We are expanding access to care across our communities through two acute-care hospitals, including a Level II Trauma Center and a Level III NICU maternity unit, along with a cancer center, urgent care locations, and a growing network of primary and specialty care clinics.

  We provide advanced services in cardiovascular care, neuroscience, orthopedics, surgery, and outpatient specialties. NorthBay Health is nationally recognized for quality care, including Magnet with Distinction designation for nursing and multiple U.S. News and World Report high performing recognitions.

  We are committed to being the trusted healthcare partner of choice and offer an environment where employees can grow, contribute meaningfully, and support the health of our communities.

  NorthBay Health Benefits Options

  NorthBay Health offers a comprehensive benefits package based on established eligibility requirements. Benefits may include medical, dental, and vision insurance, life, disability, and long-term care coverage, paid time off including vacation, sick leave, holidays, and bereavement, a 403(b) retirement plan with employer match, education reimbursement for eligible roles, professional development and training programs, Employee Assistance Program, wellness programs, recognition programs, shift differentials, and market-based compensation review and increases subject to approval and organizational performance.

  Compensation Structure

  NorthBay Health uses a structured compensation framework. Staff-level positions use a step-based system (Steps 1–5) based on years of directly related experience, with Step 5 representing 20 or more years of experience in the role. Manager level and above positions are paid a fixed annual base salary and are eligible for a variable incentive compensation plan. Physician compensation is structured based on specialty and role requirements.

  Remote Work Disclosure

  NorthBay Health is primarily an onsite organization due to the nature of healthcare. Some roles may allow hybrid or remote work based on business needs.

  Remote work is not supported in Washington, Ohio, Wyoming, North Dakota, Puerto Rico, the U.S. Virgin Islands, or outside of the United States.

  Notice to Recruitment Agencies

  NorthBay Health utilizes a managed service provider (MSP) for agency partnerships and is not currently engaging external recruiting firms outside of established agreements. We do not accept unsolicited resumes or third-party candidate submissions. Please do not contact NorthBay Health employees, leaders, physicians, or hiring managers regarding recruitment or job postings.

  • Locations 1200 B Gale Wilson Blvd, Fairfield, CA, 94533, US