Manager of Patient and Employee Experience

What will you do as a PMC Manager of Patient and Employee Experience:

As the Manager of Patient and Employee Experience, you will play a vital role in driving a people-first culture across PMC. In this role, you will lead efforts that enhance the patient journey and boost employee engagement through thoughtful strategy, data-driven insights, and cross-functional collaboration.

You will champion PMC's CARES values, lead organization-wide engagement and experience programs, and ensure that the voices of our patients and employees are heard, understood, and acted upon. This includes managing both patient and employee survey processes, building impactful training programs, and supporting service excellence initiatives across all PMC locations.

A day in the life of a PMC Manager of Patient and Employee Experience may include:

Developing and implementing strategies that elevate patient and employee experience across the organization.

Leading and managing employee engagement initiatives using Culture Amp (onboarding, exit, pulse, and annual surveys).

Analyzing engagement and experience data, generating executive-level reports, and guiding leaders through action planning.

Partnering with clinical and operational leaders to improve service based on patient feedback.

Designing and delivering customer service training for new hires and current staff.

Creating internal communications (newsletters, dashboards, videos) that promote PMC's mission and culture.

Building and maintaining dashboards and reports for experience-related KPIs and tracking long-term outcomes of improvement initiatives.

Collaborating with HR, Marketing, and department leaders to reinforce a culture of compassion, communication, and continuous improvement.

Required Qualifications:

Bachelor's degree in business, healthcare administration, human resources, or related field.

Minimum of 3+ years of experience in employee engagement, patient experience, healthcare operations, or organizational development.

Strong understanding of service excellence frameworks and survey platforms such as Culture Amp, Press Ganey, or HCAHPS.

Demonstrated experience interpreting data and translating insights into actionable plans.

Strong communication, analytical, and organizational skills.

Preferred Qualifications:

Master's degree in healthcare or organizational leadership.

Experience working within healthcare, hospitality, or service industries (e.g., Disney, Studer principles).

Familiarity with training development, internal communications, and performance improvement practices.

Shift:

Day Shift (Monday through Friday)

No weekends or holidays

Pay Type:

Salaried (Exempt)

Travel:

Up to 50% travel required to PMC clinic locations within a 60-mile radius