Patient Experience Assistant Manager

Overview:

The Patient Experience Assistant Manager supports the development, implementation, and monitoring of patient experience initiatives to ensure high-quality, patient-centered care. This role partners with clinical and non-clinical teams to improve patient satisfaction, resolve concerns, and promote a culture of service excellence across the organization.

Essential Duties:

• Support the execution of patient experience strategies aligned with organizational goals.
• Conduct inpatient and outpatient rounding to proactively identify and address patient concerns.
• Assist in developing service recovery processes to resolve patient complaints effectively.
• Assist in managing patient complaints, grievances, and feedback in accordance with regulatory standards.
• Investigate patient concerns, collaborate with department leaders, and ensure timely resolution.
• Support staff training programs related to communication, empathy, and service behaviors.
• Coach frontline staff and leaders on patient interaction best practices.
• Participate in training programs to reinforce patient experience expectations.
• Monitor patient satisfaction data (e.g. Riskonnect, surveys, Callbacks).
• Prepare reports and dashboards on patient experience metrics.
• Assist in quality improvement projects to enhance patient satisfaction and outcomes.
• Support the Patient Experience Manager with projects, audits, and initiatives.
• Assist in developing and updating patient experience policies and procedures.
• Support patients facing complex social, emotional, or ethical issues
• Document assessments, interventions, and plans in the electronic medical record (EMR)
• Participate in accreditation readiness practices and audits related to patient experience.
• Conduct comprehensive psychosocial assessments of patients and families
• Educate and assist patients and families on continuity of care discharge programs such as Home Health Care, Inpatient rehab, palliative care and airlift options.
• Document safety assessments to capture suspected abuse and neglect among patients
• Connect patients with community resources (housing, financial aid, insurance, home health, mental health services)
• Participate in interdisciplinary rounds and care conferences. 

Qualifications and Experience:

• Baccalaureate Degree, Master’s degree in Psychology, Social Work, Behavioral Sciences, or related field. Previous Social
• Work or Behavioral Sciences experience preferred.
• Intermediate to advanced level of proficiency in Microsoft Office software suite (Excel, Word)

Experience:

• 3–5 years of experience in patient experience, healthcare operations, quality, or customer service.
• Prior leadership or supervisory experience preferred.

Skills & Competencies:

• Strong communication, interpersonal, and conflict resolution skills.
• Knowledge of patient satisfaction metrics and service recovery principles.
• Ability to analyze data and translate insights into action.