Patient Experience - Program Manager

Duke University Health System; Durham (NC); On-site; USD 95,000 - 125,000; Full time

Job summary

Duke University Health System in Durham, NC seeks a Patient Experience Program Manager to lead initiatives that elevate the patient experience across the Duke University Hospital inpatient platform. You will partner with nursing, physicians, and interdisciplinary teams to design, implement, and measure improvement efforts using PVR and HCAHPS data, driving performance and clinical engagement across units.

The role emphasizes evidence-based strategies, change management, and education to empower

Qualifications

• Bachelor's degree required; Master's in Healthcare Administration, Nursing, Public Health, or related field preferred.
• Four years of related program management experience or equivalent combination of education and experience.
• 3–5+ years in healthcare, patient experience, quality improvement, or related field.
• Experience with HCAHPS or patient experience data preferred.
• Analytical skills to translate data into actionable strategies.
• Experience leading cross-functional initiatives.

Responsibilities

• Lead development and implementation of patient experience initiatives across inpatient units.
• Collaborate with nursing, physicians, and care teams to drive engagement and accountability.
• Analyze PVR, HCAHPS and other data to identify trends and opportunities.
• Present findings to leadership and frontline teams.
• Monitor metrics and track progress toward goals.
• Support unit leaders in action plan development and execution.
• Design training sessions on patient experience best practices.

Education

Bachelor's degree

Master's degree (preferred)

Job description

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.

About Duke University Hospital

Pursue your passion for caring with Duke University Hospital in Durham, North Carolina, which is consistently ranked among the best in the United States. The largest of the four Duke Healthhospitals with 1062 patient beds, it features comprehensive diagnostic and therapeutic facilities, including a regional emergency/trauma center, an endo-surgery center, and more.

Position Summary

The DUH Patient Experience Program Manager is responsible for leading initiatives that improve the overall patient experience across the DUH inpatient care platform. This role leverages patient visitor relation data and HCAHPS survey results, to identify opportunities, drive performance improvement, and foster a culture of patient-centered care. The Program Manager partners closely with clinical and operational teams to implement evidence-based strategies that enhance patient satisfaction and outcomes.

Key Responsibilities

• Program Development & Implementation
• Design, implement, and manage patient experience improvement initiatives across inpatient units
• Align initiatives with organizational priorities, regulatory requirements, and best practices
• Lead cross-functional projects aimed at improving key patient experience domains
• Clinical Team Collaboration & Education
• Partner with nursing, physicians, and interdisciplinary care teams to drive engagement and accountability
• Facilitate education and training sessions focused on patient experience best practices
• Support unit-based leaders in developing and executing action plans
• Data Analysis & Insights
• Analyze PVR, HCAHPS, and other patient experience data to identify trends, gaps, and opportunities for improvement
• Develop actionable insights and present findings to leadership and frontline teams
• Monitor performance metrics and track progress toward organizational goals
• Collaborate with leadership to set goals and priorities for patient experience
• Performance Improvement
• Lead continuous improvement efforts to improve patient experience scores
• Share best practices and success stories across the organization

Minimum Qualifications

Education

Work requires communication, analytical, and organizational skills generally acquired through completion of a bachelor's degree program. Master's degree preferred in Healthcare Administration, Nursing, Public Health, or related field.

Experience

• Work requires the ability to plan and administer programs and direct program activities within a specific functional area, generally acquired through four years of related experience. OR ANY OTHER EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE
• 3–5+ years of experience in healthcare, patient experience, quality improvement, or a related field
• Experience working with HCAHPS and/or patient experience data strongly preferred
• Analytical skills with the ability to translate data into actionable strategies
• Demonstrated experience leading cross-functional initiatives

Core Competencies

• Strong facilitation skills with experience delivering training to interdisciplinary healthcare teams
• Project management and organizational skills
• Change management and performance improvement expertise
• Passion for patient-centered care and service excellence
• Data-driven decision making

Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy related conditions), sexual orientation or military status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions

Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.