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   Current UPMC employees must apply in HR Direct

Manager, Patient Experience

  • Job ID: 507965280
  • Status: Full-Time
  • Regular/Temporary: Regular
  • Hours:
  • Shift: Day Job
  • Facility: UPMC Chautauqua at WCA
  • Department: Quality Improvement
  • Location: 207 Foote Avenue, Jamestown NY 14702
  • Union Position: No
  • Salary Range: $26.81 to $44.58 / hour


Design and implement a strategic plan to transform the internal and external patient experience. Provides strategic leadership in the development and implementation of a service driven culture and provides support to patient and family experience initiatives. Provides leadership in the translation and/or utilization of patient satisfaction data and analysis of Press Ganey outcomes. Works closely with clinicians, care providers and staff to improve the patient experience on all levels. Works to identify and address operational opportunities identified through site visits and assessments, surveys, focus groups and other resources. Coach, train and develop staff to meet and exceed expectations in identified opportunities through key metrics and the use of process improvement methods. Is a service excellence champion for the hospital and responsible for improvements to patient satisfaction and ensuring best in class performance in exceeding patient and family expectations.



  • Collaborates with internal and external stake holders to design and implement training related to the patient experience. Develop professional presentations-conduct training sessions for operational leaders and staff.
  • Lead a cross functional team dedicated to hospital-wide service excellence, provide oversight of strategic performance enhancement initiatives to achieve consistent service excellence.
  • Provide direction for clinical and administrative managers to transform disparate departments into a consistent high service, patient focused practice. Anticipate, troubleshoot and resolve obstacles or conflicts that may impede service delivery.
  • Partner with key internal and external resources to ensure optimal results in technology and other support services.
  • Support the connection between employee engagement and the patient experience by working closely with Patient Representative Department and Human Resources.
  • Develop and implement initiatives to enhance experience and satisfaction in collaboration with other departments, using data and metrics to meet objectives and strategies and promote hospital-wide accountability in support of the patient experience through reporting mechanisms and development of action plans designed to improve the experience.
  • Work to develop key metrics and reporting tools to track and measure the patient experience and improve overall performance. Benchmark with key health care organizations to identify emerging trends in patient service initiatives.
  • Develop and implement initiatives and change management strategy designed to improve and enhance the patient experience in alignment with the organization's overall strategic initiatives.
  • Lead, facilitate and navigate project plans by collaborating with operational leaders and teams as they initiate improvement efforts around the patient experience.
  • ? Collects and reports data regarding patient care problems, channels information for corrective action by appropriate department leaders and/or committees. Leads grievance committee.? Coordinates fact finding and follow-up with Risk Management, Administration, Department Leaders and other internal advocate groups



Bachelor's degree in Business, Healthcare Administration, Hospitality Management, or Nursing required. Master's preferred. 5 years of progressive operations management experience in an Academic Medical Center/Large Community Hospital, or similar service industry required Previous experience managing complex projects, including coordinating concurrent tasks required. Previous experience planning, managing, and evaluating business operational outcomes. required Experience leading culture or process change that ends in an improved consumer or patient experience. Experience and working knowledge of patient/family and general customer satisfaction models and philosophies such as Press-Ganey Studor and/or Planetree preferred. Experience in curriculum development and teaching of said principles and performance improvement/management skills preferred. Ability to analyze work processes for possible performance improvements. Ability to work independently and structure a patient experience approach strategically for a hospital.

Licensure, Certifications, and Clearances:

UPMC is an Equal Opportunity Employer/Disability/Veteran

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At UPMC, we’re driven by shared values that guide our work and keep us accountable to one another. Our Values of Quality & Safety, Dignity & Respect, Caring & Listening, Responsibility & Integrity, Excellence & Innovation play a vital role in creating a cohesive, positive experience for our employees, patients, health plan members, and community. Ready to join us? Apply today.

   Current UPMC employees must apply in HR Direct