Page Mechanical Group, Inc.
Patient Experience Manager – Nursing Administration
Page Mechanical Group, Inc., Olympia, Washington, United States
Role Summary
The Patient Experience Manager serves as a strategic leader and coach for clinical and operational excellence across Howard University Hospital. This role partners closely with nursing, clinical, and operational leaders to advance patient experience strategy, improve care delivery, and elevate patient satisfaction outcomes.
Acting as a liaison between frontline teams and executive leadership, the Manager translates patient feedback and performance data into actionable improvement initiatives aligned with organizational values, quality standards, and regulatory expectations.
What You’ll Do
Analyze patient experience data (HCAHPS, Press Ganey, complaints, real-time feedback) to identify trends, risks, and improvement opportunities
Serve as the primary patient experience consultant to assigned clinical departments and service lines
Lead patient experience improvement initiatives using evidence-based quality improvement methodologies
Partner with nursing and operational leaders to develop and implement unit-based patient experience improvement plans
Conduct root cause analyses and support resolution of complex patient complaints and adverse experience events
Develop and deliver education, coaching, and training on patient-centered care, communication, and service recovery
Champion organizational patient experience frameworks and service excellence standards
Engage patients and families through interviews, advisory councils, and advocacy efforts
Prepare dashboards, reports, and recommendations for executive leadership and clinical teams
Monitor key performance indicators and support achievement of organizational patient experience goals
Perform other duties as assigned, appropriate to the role and department
Required Qualifications, Education & Experience
Bachelor’s degree in Healthcare Administration, Nursing, Public Health, Business Administration, or a related field
Minimum of 3–5 years of healthcare experience, preferably in patient experience, quality improvement, clinical operations, or service excellence
Experience working in an acute care hospital environment in close partnership with nursing and clinical teams
Minimum of one (1) year of leadership, project oversight, or supervisory experience
Knowledge, Skills, and Abilities
In-depth knowledge of patient experience principles, including HCAHPS methodology and CMS value-based programs
Working knowledge of quality improvement methodologies such as Lean, Six Sigma, or PDSA
Understanding of healthcare regulatory and accreditation standards (CMS, Joint Commission)
Strong analytical skills with the ability to translate data into actionable insights
Excellent written and verbal communication skills across multidisciplinary audiences
Demonstrated coaching, facilitation, and change management capability
Cultural competence and understanding of health equity principles in care delivery
About Howard University Hospital With over 150 years of caring for our community, Howard University Hospital is a nationally recognized academic medical center and the nation’s only teaching hospital located on the campus of a Historically Black University. HUH is committed to excellence in patient-centered care, education, research, and service.
What We Offer
A mission-driven academic medical center environment with opportunities to impact patient experience at the enterprise level
Collaboration with clinical, operational, and executive leadership to drive measurable improvements
A comprehensive benefits package (details provided during the recruitment process)
Pay + Schedule Grade: HA3-20 Salary Range: $118,969 – $190,351 FLSA Status: Exempt Union Status: Non-Union
This position is primarily administrative with frequent interaction in clinical care areas. Work hours may include evenings or weekends as needed to support operational and patient experience initiatives.
Compliance Statements Culture of Care / Just Culture:
Howard University Hospital supports a Just Culture that promotes learning, safe systems, and accountability to improve patient safety.
Promotes adherence to the Health Sciences Compliance Program, Code of Ethics, and Standards of Conduct
Completes annual and periodic mandatory compliance training, including HIPAA Privacy training
Maintains confidentiality of patients, families, and staff
Equal Opportunity Employer:
Howard University Hospital is an Equal Opportunity Employer.
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Acting as a liaison between frontline teams and executive leadership, the Manager translates patient feedback and performance data into actionable improvement initiatives aligned with organizational values, quality standards, and regulatory expectations.
What You’ll Do
Analyze patient experience data (HCAHPS, Press Ganey, complaints, real-time feedback) to identify trends, risks, and improvement opportunities
Serve as the primary patient experience consultant to assigned clinical departments and service lines
Lead patient experience improvement initiatives using evidence-based quality improvement methodologies
Partner with nursing and operational leaders to develop and implement unit-based patient experience improvement plans
Conduct root cause analyses and support resolution of complex patient complaints and adverse experience events
Develop and deliver education, coaching, and training on patient-centered care, communication, and service recovery
Champion organizational patient experience frameworks and service excellence standards
Engage patients and families through interviews, advisory councils, and advocacy efforts
Prepare dashboards, reports, and recommendations for executive leadership and clinical teams
Monitor key performance indicators and support achievement of organizational patient experience goals
Perform other duties as assigned, appropriate to the role and department
Required Qualifications, Education & Experience
Bachelor’s degree in Healthcare Administration, Nursing, Public Health, Business Administration, or a related field
Minimum of 3–5 years of healthcare experience, preferably in patient experience, quality improvement, clinical operations, or service excellence
Experience working in an acute care hospital environment in close partnership with nursing and clinical teams
Minimum of one (1) year of leadership, project oversight, or supervisory experience
Knowledge, Skills, and Abilities
In-depth knowledge of patient experience principles, including HCAHPS methodology and CMS value-based programs
Working knowledge of quality improvement methodologies such as Lean, Six Sigma, or PDSA
Understanding of healthcare regulatory and accreditation standards (CMS, Joint Commission)
Strong analytical skills with the ability to translate data into actionable insights
Excellent written and verbal communication skills across multidisciplinary audiences
Demonstrated coaching, facilitation, and change management capability
Cultural competence and understanding of health equity principles in care delivery
About Howard University Hospital With over 150 years of caring for our community, Howard University Hospital is a nationally recognized academic medical center and the nation’s only teaching hospital located on the campus of a Historically Black University. HUH is committed to excellence in patient-centered care, education, research, and service.
What We Offer
A mission-driven academic medical center environment with opportunities to impact patient experience at the enterprise level
Collaboration with clinical, operational, and executive leadership to drive measurable improvements
A comprehensive benefits package (details provided during the recruitment process)
Pay + Schedule Grade: HA3-20 Salary Range: $118,969 – $190,351 FLSA Status: Exempt Union Status: Non-Union
This position is primarily administrative with frequent interaction in clinical care areas. Work hours may include evenings or weekends as needed to support operational and patient experience initiatives.
Compliance Statements Culture of Care / Just Culture:
Howard University Hospital supports a Just Culture that promotes learning, safe systems, and accountability to improve patient safety.
Promotes adherence to the Health Sciences Compliance Program, Code of Ethics, and Standards of Conduct
Completes annual and periodic mandatory compliance training, including HIPAA Privacy training
Maintains confidentiality of patients, families, and staff
Equal Opportunity Employer:
Howard University Hospital is an Equal Opportunity Employer.
#J-18808-Ljbffr