Patient Experience Manager: Service Recovery & Insights

Willis-Knighton-Health-System; Shreveport (LA); On-site; USD 70,000 - 95,000; Full time

Job summary

WK Medical Center in Shreveport, LA, is seeking a Manager of Patient Engagement. The role serves as a liaison between patients, families and the health system to address concerns, improve the patient experience, and coordinate investigations across departments.

You will lead service recovery and identify improvement opportunities to support quality care. The position requires experience in healthcare settings, working with data dashboards, and presenting to leadership.

Qualifications

• Bachelor’s degree preferred.
• Experience with outside departments on improvement projects.
• Experience with large data sets and dashboards.
• Presenting to leadership and staff.
• Experience managing performance improvement projects.
• Experience managing complaints.
• Experience educating clinical and non-clinical staff.
• Familiar with patient experience best practices.
• Familiar with CI CARE model of service delivery.

Responsibilities

• Serve as a liaison between patients, families, and the health system to address concerns.
• Coordinate investigations across multiple departments and facilities.
• Facilitate cross‑department communication and alignment on action plans.
• Lead service recovery efforts to address patient concerns promptly and professionally.
• Identify trends and opportunities to improve quality care and patient satisfaction.

Skills

Healthcare experience

Dashboards & data integration

Presenting to leadership

Performance improvement

Complaint management

Deadline-driven

Staff education

Patient experience

CI CARE model

Education

Bachelor’s degree preferred

Job description

WK Medical Center in Shreveport, LA, is seeking a Manager of Patient Engagement. The role serves as a liaison between patients, families and the health system to address concerns, improve the patient experience, and coordinate investigations across departments.

You will lead service recovery and identify improvement opportunities to support quality care. The position requires experience in healthcare settings, working with data dashboards, and presenting to leadership.