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The Manager of Patient Experience supports the development, implementation, and oversight of strategies designed to improve client satisfaction, engagement, and overall experience across the organization. This role partners with operational and clinical leadership to ensure consistent, high-quality client experience in alignment with organizational goals, regulatory requirements, and best practices. The Manager of Patient Experience analyzes feedback data, leads to improvement initiatives, and promotes a culture of service excellence throughout the organization. The Manager of Patient Experience manages the daily operations of vendor relationships (e.g., shredding, waste, vending, supplies) and coordination with system level departments (housekeeping, nutrition, purchasing, facilities). Manager of Patient Experience will coordinate and lead the centers Unit Based Councils.
Education:
High School Diploma/or equivalent.
Work Experiences:
At least 2 years of experience in a healthcare setting.
Responsibilities:
Promote a client-centered culture across all programs and departments.
Support the development and execution of client experience strategies and initiatives through client satisfaction surveys.
Monitor and implement strategies to improve patient experience, customer service initiatives, and address stakeholder concerns or feedback consistent with program values, vision, and mission.
Provide actionable insights and recommendations for leadership.
Partner with clinical and operational teams to improve client experience.
Promote healthy communication with community stakeholders, intra and interdepartmental relationships,
Ensure consistency in service delivery standards across locations and service lines
including but not limited to the Department of Mental Health-Mental Health Program and Core Rule certification standards, CARF accreditation standards, and Center and Program processes, policies, and procedures.
Perform specific administrative tasks as determined by the Director.
Perform all other duties as assigned.
Physical Requirements:
Normal office environment.
Typical demands include prolonged sitting, frequent standing, bending, stooping, and occasional lifting.
Requires normal range of hearing and manual dexterity sufficient to operate keyboard, telephone, photocopier, calculator, and other office equipment as needed.
Requires the ability to remain calm during stressful events, to occasionally work irregular hours, and work with exasperated individuals.
Occasional lifting to 50 pounds
Occasional travel
TB test upon hire.
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