About the Role:
At Northbridge Community Health Services, we are committed to creating exceptional healthcare experiences through compassionate service, innovation, and operational excellence. We believe every patient interaction is an opportunity to build trust and improve health outcomes. We are looking for a Patient Experience Manager who will lead initiatives that enhance patient satisfaction, improve service quality, and strengthen collaboration across clinical and administrative teams. In this role, you will oversee patient experience programs, analyze service performance, and implement strategies that foster a culture of excellence throughout the organization.
Why Work With Us?
- Collaborative Environment: Join a supportive healthcare organization where leadership values innovation, teamwork, and continuous improvement.
- Meaningful Impact: Lead projects that directly improve the quality of care and the overall patient journey.
- Professional Development: Access leadership training, industry conferences, certification support, and ongoing career advancement opportunities.
- Modern Workplace: Work with advanced patient feedback platforms, healthcare analytics tools, and digital collaboration technologies.
- Comprehensive Benefits: Enjoy competitive compensation, paid vacation, health and wellness benefits, retirement savings options, and employee assistance programs.
Key Responsibilities:
- Develop and implement organization-wide patient experience strategies that align with quality improvement objectives.
- Lead patient satisfaction initiatives using survey data, service metrics, and operational insights to identify improvement opportunities.
- Partner with clinical leaders and department managers to enhance service delivery across multiple healthcare functions.
- Oversee patient complaint resolution processes, ensuring timely responses and sustainable service improvements.
- Establish and monitor key performance indicators related to patient engagement, satisfaction, and quality outcomes.
- Mentor and support supervisors and coordinators involved in patient experience and customer service initiatives.
- Deliver presentations and recommendations to senior leadership regarding patient experience performance and strategic priorities.
- Ensure compliance with healthcare regulations, accreditation standards, and organizational policies related to patient care and service excellence.
What We Are Looking For:
- Experience: 8+ years of progressive experience in healthcare operations, patient experience, quality improvement, or clinical services, including 3–5 years in a leadership or management role.
- Education: Bachelor's degree in Healthcare Administration, Nursing, Public Health, Business Administration, or a related field. A master's degree is considered an asset.
- Leadership: Demonstrated success managing cross-functional teams, driving organizational improvements, and leading change initiatives.
- Communication: Excellent interpersonal, presentation, and stakeholder management skills with the ability to collaborate across all organizational levels.
- Analytical Skills: Experience interpreting patient satisfaction data, quality metrics, and operational reports to support evidence-based decision-making.
- Technology: Proficiency with Microsoft Office Suite, healthcare information systems, patient feedback platforms, and data reporting tools.
- Mindset: A proactive and patient-focused leader who thrives in a fast-paced healthcare environment, embraces continuous improvement, and promotes a culture of accountability and service excellence.
Pay: $3,271.00-$5,500.00 per month
Work Location: In person
