Patient Experience Program Manager
Job Description
The Patient Experience Manager is a mission-critical leader at Brooks, ensuring every patient receives compassionate, human-centered care. This role champions patient and caregiver voices, leads and inspires a team of Patient Experience Specialists and translates feedback, including complaints, into system-wide improvements. The Manager drives effective service recovery and de-escalation, working through strong cross-functional partnerships with clinical, operational and administrative leaders to create experiences where everyone feels respected, supported and empowered.
What You’ll Do
- Lead, coach and develop a team of Patient Experience Specialists, providing clear direction, feedback and performance support.
- Monitor and analyze patient satisfaction data, identifying trends, risks and opportunities for improvement.
- Act as a hands-on partner and specialist for a defined area of the system, building trusted relationships with leaders and frontline teams to help achieve patient experience goals through training, guidance and on-the-ground support.
- Serve as a subject matter expert in patient experience, advising leaders on best practices, improvement strategies and organizational impact.
- Collaborate across clinical, operational, quality, safety and support functions to drive sustainable, system-wide experience improvements.
- Provide regular reporting and insights to leadership, facilitating shared understanding and alignment across teams.
- Maintain ownership of a defined client group while supporting system priorities.
- Translate feedback into strategic recommendations and action plans for leaders and executive stakeholders.
- Oversee service recovery and patient complaint processes, ensuring timely resolution, de-escalation of concerns and system-level learning; coach staff on de-escalation techniques and effective communication to maintain compassionate, patient-centered care.
- Develop and maintain system-wide patient experience standards, guidelines and improvement frameworks.
- Lead or support process improvement and change management initiatives, aligning diverse stakeholders around shared goals and outcomes.
What We’re Looking For
- Bachelor’s degree required (or equivalent experience).
- Minimum of 5+ years of progressive experience in patient experience, healthcare or a related field.
- Demonstrated experience leading teams and influencing outcomes through collaboration in matrixed environments.
- Strong analytical, communication and presentation skills.
- Experience translating data into actionable insights and recommendations for leadership.
- Proficiency in Microsoft Office and data/reporting tools.
- Certified Patient Experience Professional (CPXP) preferred.
Why You’ll Love Working Here
This is more than a management role. It’s an opportunity to shape experiences that touch every part of Brooks. You’ll impact patient outcomes, strengthen our culture and empower employees to deliver their best every day. If you are passionate about creating human-centered experiences, driving system-wide improvements and making a tangible difference in people’s lives, this is your chance to lead with purpose.
Location: 6766 Corporate Center Parkway, Jacksonville FL, 32216
Hours: Monday – Friday, 8 a.m. – 5 p.m. (occasional nights/weekends to support overnight care settings)
Thriving in a culture that you can be proud of, you will also receive many employee benefits such as the following:
- Competitive Pay
- Comprehensive Benefits package
- Vacation/Paid Time Off
- Retirement Plan
- Employee Discounts
- Education and Professional Development Programs