Patient Experience Program Manager

Meritus Health Inc; Hagerstown (MD); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health Insurance

401k Plan

Paid Time Off

Education Assistance

Life Insurance

Disability Coverage

Job summary

Meritus Health in Maryland is seeking a patient experience professional who champions service excellence, turns feedback into action, and inspires teams to deliver meaningful experiences for patients.

Reporting to the Patient Experience Director, you will partner with leaders to identify improvement opportunities, develop training, and maintain dashboards and data infrastructure.

Bachelor’s degree required; minimum 3 years in customer service/patient relations; CPXP preferred.

Qualifications

• Bachelor’s degree required.
• Minimum of 3 years in customer service, patient relations, training and development.
• CPXP designation highly preferred.
• Experience presenting educational curriculum and training materials.

Responsibilities

• Champion a culture of service and consistency in patient experience.
• Identify opportunities and implement improvement strategies.
• Turn patient feedback and data into actionable insights.
• Conduct coaching, rounding, and auditing to strengthen service behaviors.
• Develop and deliver education and training materials for multiple levels.

Skills

Relationship-building

Facilitation

Public speaking

Coaching

Presentation skills

Analytical mindset

Data interpretation

Leadership collaboration

Education

Bachelor's degree

Bachelor’s degree in a clinical discipline

Tools

Online patient experience tools

Report generation tools

Job description

Make a Meaningful Impact on Every Patient Experience

At Meritus Health, exceptional care is about more than clinical outcomes. It is also about how patients and families feel throughout their journey. We are seeking a patient experience professional who is passionate about service excellence, enjoys turning feedback and data into action, and can inspire teams to create meaningful, consistent experiences for every patient.

Reporting to the Patient Experience Director, this role serves as a champion, coach, change agent, and subject matter expert for patient experience across Meritus Health. You will partner with leaders, coaches, and frontline team members to identify opportunities for improvement and help turn those opportunities into sustainable results.

What You’ll Do

In this highly collaborative role, you will:

• Champion an exceptional patient experience by promoting a culture of service, compassion, accountability, and consistency.
• Partner with leaders and frontline teams to identify opportunities and implement patient experience improvement strategies.
• Transform patient feedback, experience data, and trends into actionable insights that support meaningful improvement.
• Conduct rounding, coaching, education, and auditing to help teams strengthen service behaviors and sustain best practices.
• Serve as a patient experience subject matter expert, providing guidance and support to leaders and team members.
• Develop and deliver engaging educational programs, presentations, and training materials for audiences at multiple levels of the organization.
• Support patient experience committees and collaborative improvement initiatives.
• Maintain and support patient experience dashboards, reporting, and data infrastructure.
• Model the Meritus culture and bring our “Happy to Help” mindset to every interaction with patients, families, leaders, and fellow team members.

What You’ll Bring

Education

• Bachelor’s degree required.
• Bachelor’s degree in a clinical discipline preferred.

Experience

• Minimum of 3 years of professional experience involving customer service, patient relations, training, and development.
• Experience as a public speaker, coach, and change agent required.
• Knowledge of customer service principles and practices, healthcare services, and patient relations required.
• Change management training preferred.
• Experience with online patient experience improvement tools and report generation highly preferred.
• Certified Patient Experience Professional (CPXP) designation highly preferred.
• Experience developing and presenting educational curriculum and training materials using a variety of learning methods and tools preferred.

Skills That Will Help You Thrive

We’re looking for someone who combines strong relationship-building skills with an analytical mindset. The ideal candidate will demonstrate:

• Excellent interpersonal communication and professionalism.
• Strong facilitation, coaching, and presentation skills.
• The ability to influence and collaborate within complex, multidisciplinary teams.
• Critical thinking and strong organizational skills.
• Proficiency with databases, spreadsheets, data analysis, and web-based applications.
• An understanding of statistical principles and the ability to interpret patient experience data.
• Confidence presenting information and recommendations to all levels of leadership.
• A genuine passion for creating positive experiences for patients, families, and team members.

Bring Your Passion for Service to Meritus Health

If you are energized by helping others succeed, comfortable using data and patient feedback to drive change, and passionate about building a culture where exceptional service is part of every interaction, this could be the opportunity for you.

Join Meritus Health and help us strengthen a culture where patients feel heard, teams feel supported, and everyone is “Happy to Help.”

Caring for Our Team

We offer a comprehensive benefits package to support our employees' well-being and professional growth. Benefits include health, dental, and vision insurance available starting the 1st of the month following date of hire, along with life insurance, & short and long-term disability coverage. Paid Time Off begins accruing from day one, and we also provide a 401k plan, an education assistance program, and an employee assistance program. Additionally, employees working evening, night, or weekend shifts may be eligible for a shift differential, adding even more value to your role.

Happy to Help

At Meritus, we believe in a collaborative and caring work environment. Interactions are an opportunity to learn, listen and to be there for one another. Therefore, we provide warm welcomes, hospitality-driven closures, and are always Happy to Help.