Patient Experience Strategy Lead

Northern Light Health; Bangor (ME); On-site; USD 41,000 - 63,000; Full time

Job summary

Northern Light Health is seeking a Patient Experience Program Manager to lead efforts improving patient experiences across Northern Light Acadia and Eastern Maine Medical Center. The role collaborates with system teams to translate patient and staff feedback into actionable improvement plans.

The position emphasizes data-driven strategies, cross-team engagement, and ongoing education to embed a culture of quality and compassionate care within hospital operations and ambulatory settings.

Qualifications

• Bachelor's degree required or equivalent experience.
• Experience leading patient experience initiatives and programs.
• Strong communication and collaboration across teams.

Responsibilities

• Provide leadership and strategy for improving patient experience.
• Lead initiatives aligned with NL Brand, Quality and Service goals.
• Advise local leadership on patient experience improvements and metrics.
• Collaborate with Employee Engagement to analyze engagement trends.
• Collect and analyze patient and employee feedback to drive decisions.
• Coordinate with hospital and practice leaders to implement initiatives.
• Maintain communication with senior leadership and clinical staff to tailor solutions.
• Deliver education programs on patient experience.
• Maintain a patient and family advisory group as listening channel.
• Engage staff in positive reinforcement of desired behaviors.
• Perform other duties as needed.

Skills

Patient experience leadership

Data analysis

Communication skills

Project management

Education

Bachelor's degree

Tools

MS Teams

Excel

PowerPoint

Job description

Northern Light Health is seeking a Patient Experience Program Manager to lead efforts improving patient experiences across Northern Light Acadia and Eastern Maine Medical Center. The role collaborates with system teams to translate patient and staff feedback into actionable improvement plans.

The position emphasizes data-driven strategies, cross-team engagement, and ongoing education to embed a culture of quality and compassionate care within hospital operations and ambulatory settings.