Patient Experience Manager

Why You’ll Love Working Here

• Competitive Compensation – Salary and benefits package designed to reward your expertise, leadership, and contributions.

• Comprehensive Health Coverage – Medical, dental, vision, and life insurance options to support you and your family.

• Future Security – 401(k) retirement plan with employer matching to help you build long-term financial stability.

• Generous Paid Time Off – Paid Time Off (PTO) and Extended Illness Bank (EIB) to support work-life balance and personal well-being.

• Career Growth Opportunities – Professional development, leadership training, and advancement opportunities across our organization.

• Recognition & Reward Programs – We celebrate employee achievements and contributions to our success.

• Exclusive Employee Discounts & Perks – Access to special savings and benefits designed for our team members.

Role: Patient Experience Manager

Location: Carlsbad Medical Center, Carlsbad, NM

Schedule: Day Shift Hours

Job Summary

The Patient Experience Manager leads facility-wide efforts to improve patient perception of care and service reliability by driving adoption of standardized patient experience practices and performance expectations. This role partners with hospital leadership, physicians, and frontline teams to strengthen communication, service behaviors, and accountability aligned with enterprise Vision and Values and HCAHPS performance standards. The Patient Experience Manager analyzes performance data, identifies improvement opportunities, and leads targeted initiatives that enhance patient satisfaction, reinforce service excellence, and support sustained operational results.

Essential Functions

• Executes enterprise-defined patient experience initiatives within the facility, ensuring alignment with organizational priorities and consistent application of standardized practices, tools, and protocols.

• Serves as the primary operational resource for hospital leadership and staff regarding patient experience standards, HCAHPS performance expectations, and Service High Reliability Organization (HRO) principles.

• Provides hands-on coaching to department leaders, managers, and frontline staff to reinforce empathy, service excellence, accountability, and consistent implementation of patient-centered behaviors.

• Partners with Education and Human Resources teams to align training programs, onboarding processes, and ongoing development efforts with enterprise-defined patient experience standards.

• Leads onboarding and structured training sessions for leaders and staff to reinforce enterprise Vision, Values, and patient-centered care expectations.

• Maintains systems and processes that ensure leaders and staff have access to patient experience data, tools, and resources necessary to support performance improvement efforts.

• Monitors and evaluates facility-level patient experience metrics, identifies performance trends and gaps, and collaborates with hospital and regional leadership to implement targeted improvement actions.

• Develops and delivers professional presentations, dashboards, and reports to hospital leadership and interdisciplinary teams to promote transparency, accountability, and measurable improvement.

• Leads and actively participates in patient experience-related performance improvement initiatives, including service recovery and quality improvement efforts, ensuring implementation and sustainment of approved practices.

• Guides hospital teams in applying enterprise-approved improvement frameworks to address patient experience gaps and sustain performance gains.

• Performs other duties as assigned.

• Maintains regular and reliable attendance.

• Complies with all policies and standards.

Leadership ResponsibilitiesQualifications

• Bachelor's Degree in relevant field required or

• Four (4) plus years of direct experience in lieu of a Bachelor's degree required

• Master's Degree preferred

• 2-4 years of experience in closely related field with Bachelor's degree required

• 2-4 years of previous leadership experience preferred

Knowledge, Skills and Abilities

• Strong leadership, organizational, and communication skills.

• Ability to collaborate with interdisciplinary teams and manage cross-functional relationships.

• Foster a positive work environment that promotes teamwork, professionalism, and continuous improvement.

• Communicate effectively with leadership, team members, and stakeholders.

• Ability to work effectively with others, delegate responsibilities, and independently manage tasks while meeting established deadlines.

• Problem-solving and critical thinking skills.

• In depth knowledge of industry best practices and regulatory compliance (if applicable).

• Strong organizational and time management skills.

• Proficiency with Google and Microsoft platforms, healthcare software systems, and data analysis tools.

Licenses and Certifications

• Current active licensure in a clinical discipline (e.g., Registered Nurse or equivalent healthcare credential) required

• Certified Patient Experience Professional (CPXP) obtained within 12 months of hire required

Why Work at Carlsbad Medical Center?

At Carlsbad Medical Center, we’re more than healthcare providers, we’re a team dedicated to compassionate care and community wellness. Join us for a supportive work environment, opportunities for professional growth, and the chance to make a real difference in the lives of our patients every day. Your skills, your passion, and your commitment matter here.

T his position is not eligible for immigration sponsorship now or in the future. Applicants must be authorized to work in the U.S. for any employer.

INDLEAD

Equal Employment Opportunity

This organization does not discriminate in any way to deprive any person of employment opportunities or otherwise adversely affect the status of any employee because of race, color, religion, sex, sexual orientation, genetic information, gender identity, national origin, age, disability, citizenship, veteran status, or military or uniformed services, in accordance with all applicable governmental laws and regulations. In addition, the facility complies with all applicable federal, state and local laws governing nondiscrimination in employment. This applies to all terms and conditions of employment including, but not limited to: hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. If you are an applicant with a mental or physical disability who needs a reasonable accommodation for any part of the application or hiring process, contact the director of Human Resources at the facility to which you are seeking employment; Simply go to http://www.chs.net/serving-communities/locations/ to obtain the main telephone number of the facility and ask for Human Resources.