Patient Experience & Service Excellence Manager

Carlsbad Medical Center; Carlsbad (NM); On-site; USD 90,000 - 125,000; Full time

Benefits offered by this job

Competitive pay

Health coverage

401(k) matching

Paid time off

Career growth

Recognition programs

Employee discounts

Job summary

Carlsbad Medical Center seeks a Patient Experience Manager to lead facility-wide efforts that improve patient perception of care and service reliability. You will collaborate with hospital leadership, physicians, and frontline teams to advance communication, service behaviors, and accountability aligned with our Vision and Values and HCAHPS standards.

The role analyzes performance data, identifies improvement opportunities, and leads initiatives that boost patient satisfaction and sustain

Qualifications

• Bachelor's Degree in relevant field required, or 4+ years of related experience in lieu of degree.
• Certified Patient Experience Professional (CPXP) within 12 months of hire.
• Current active licensure in a clinical discipline required (e.g., RN).
• Experience leading patient experience initiatives and performance improvement.

Responsibilities

• Lead facility-wide patient experience initiatives aligned with standards.
• Coach leaders and frontline staff on empathy and service excellence.
• Develop dashboards and reports for leadership and teams.
• Partner with Education and HR to align trainings and onboarding.
• Monitor patient experience metrics and identify improvement opportunities.

Skills

Leadership

Communication

Data analysis

Cross-functional

Problem-solving

Time management

Education

Bachelor's degree in relevant field

Master's degree preferred

4+ years experience in lieu of degree

Tools

Google Workspace

Microsoft 365

Job description

Carlsbad Medical Center seeks a Patient Experience Manager to lead facility-wide efforts that improve patient perception of care and service reliability. You will collaborate with hospital leadership, physicians, and frontline teams to advance communication, service behaviors, and accountability aligned with our Vision and Values and HCAHPS standards.

The role analyzes performance data, identifies improvement opportunities, and leads initiatives that boost patient satisfaction and sustain