Manager Patient Experience

About this role

Thank you for considering a career at Ensemble!

Ensemble is a leading provider of technology-enabled revenue cycle management solutions for health systems, including hospitals and affiliated physician groups. They offer end-to-end revenue cycle solutions as well as a comprehensive suite of point solutions to clients across the country.

Ensemble keeps communities healthy by keeping hospitals healthy. We recognize that healthcare requires a human touch, and we believe that every touch should be meaningful. This is why our people are the most important part of who we are. By empowering them to challenge the status quo, we know they will be the difference!

O.N.E Purpose: • Customer Obsession:  Consistently provide exceptional experiences for our clients, patients, and colleagues by understanding their needs and exceeding their expectations.

• Embracing New Ideas:  Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation.

• Striving for Excellence:  Execute at a high level by demonstrating our “Best in KLAS” Ensemble Difference Principles and consistently delivering outstanding results.

The Opportunity:

CAREER OPPORTUNITY OFFERING:  

• Bonus Incentives   • Paid Certifications   • Tuition Reimbursement   • Comprehensive Benefits   • Career Advancement   • This position pays between $80,100.00 - $120,150.00 based on experience    

By embodying our core purpose of customer obsession, new ideas, and driving innovation, and delivering excellence, you will help ensure that every touchpoint is meaningful and contributes to our mission of redefining the possible in healthcare.

The Manager Patient Experience serves as a strategic leader and operational partner responsible for driving patient experience excellence across multiple facilities within the region. This role ensures alignment with organizational goals, oversees implementation of experience initiatives, and provides executive-level engagement with client leadership. The Manager Patient Experience influences decision-making, leads the client proactive partnership plan, executes cross-functional projects, and delivers measurable improvements in patient satisfaction and service recovery, while serving as a change agent for new initiatives.

Job Competencies:

Decision Making - Makes decisions by gathering, analyzing, and interpreting information; chooses the best course of action by establishing clear decision criteria, generating and evaluating alternatives, and making timely decisions. Courage - Proactively confronts difficult issues and effectively participates in challenging conversations; makes hard choices and takes bold action in the face of opposition or fear. Refuses defeat. Influencing - Uses effective persuasion techniques to gain acceptance of ideas and commitment to actions that support specific outcomes. Coaching & Developing Others - Partners with individuals’ and supports their development of knowledge, skills, and abilities; empowers them to unlock their potential and maximize performance and growth knowing that developing you makes us better. Emotional Intelligence - Establishes and sustains trusting relationships by accurately understanding and interpreting one’s own and others’ emotions and adapts behaviors to accomplish intended results. Creating an Inclusive Environment - Makes decisions and initiates action to ensure that policies and business practices leverage the capabilities and insights of individuals with diverse backgrounds, cultures, styles, abilities, and motivation.   Essential Job Functions:

Strategic Leadership & Executive Presence

• Serves as the primary regional liaison for patient experience strategy, partnering with senior client leadership and internal stakeholders. • Represents the Experience Team in executive-level meetings, presenting insights, recommendations, and progress reports. • Influences organizational priorities and advocates for initiatives that enhance patient experience and operational performance. • Recommends improvements to broader team workflows and evidence based best practice to elevate patient experience outcomes.

Program Oversight & Performance Management

• Leads regional implementation of patient experience programs, ensuring consistency and compliance with organizational standards. • Develops and monitors KPIs, dashboards, and scorecards to track performance and identify opportunities for improvement. • Educates and coaches both leaders and associates on creating and maintaining a customer-obsessed framework, service recovery processes and resolving escalated client concerns, ensuring timely resolution and root cause analysis. • Assist with development and implementation of action plans to impact and influence patient experience improvements.

Data Analysis & Reporting

• Interprets complex data sets to identify trends, risks, and mitigation strategies. • Prepares executive-level reports and presentations for internal and client leadership. • Utilizes advanced and predictive analytics to drive decision-making and continuous improvement.

Project & Change Management

• Manages multiple regional projects, including strategic initiatives, technology adoption, and process enhancements, from integration and throughout life cycle of client. • Facilitates collaboration across departments to ensure successful implementation of experience-related programs, creating an inclusive environment. • Champions change management efforts to embed patient experience culture throughout the organization and in alignment with the client patient experience overall strategy.

Team Development & Collaboration

• Partners across the revenue cycle continuum of care and within Ensemble internal department to ensure a cohesive programmatic approach to customer obsessed service. • Provides mentorship and guidance to onsite leaders and other team members in areas of patient and family/consumer experience. • Fosters a culture of accountability,

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