Patient Experience Strategy Lead

UNM Hospital; Albuquerque (NM); On-site; USD 85,000 - 110,000; Full time

Job summary

UNM Hospital seeks a Patient Experience Manager to lead the implementation of the system-wide patient experience strategy, engaging leaders, staff, and physicians to improve care experiences for patients and families.

The role requires strategic direction, strong communication, and expertise in CAHPS metrics, with responsibilities spanning coaching, training, and cross-entity collaboration within the UNM Health System.

Qualifications

• Master's degree in a related discipline is required.
• 3 years directly related experience; proficient in Microsoft Office and database applications.
• Experience leading teams in healthcare; LEAN methodologies and IHI Model for Improvement are preferred.
• Bilingual English and Spanish is valued.

Responsibilities

• Provide strategic direction and leadership to improve patient experience across the health system.
• Consult with executive leaders to implement patient experience initiatives and training.
• Lead and educate teams on patient engagement, CAHPS metrics, and quality improvement models.
• Develop and monitor dashboards and reports to track patient experience outcomes.

Skills

Analytical skills

Communication skills

Problem solving

Leadership

Bilingual English Spanish

Education

Master's degree

Related discipline

Tools

LEAN Methodology

IHI Model for Improvement

Microsoft Office

Job description

UNM Hospital seeks a Patient Experience Manager to lead the implementation of the system-wide patient experience strategy, engaging leaders, staff, and physicians to improve care experiences for patients and families.

The role requires strategic direction, strong communication, and expertise in CAHPS metrics, with responsibilities spanning coaching, training, and cross-entity collaboration within the UNM Health System.