Manager, Patient & PMO

About the role

We are seeking an experienced and strategic Manager of Patient Experience and Project Management Office (PMO) to lead initiatives that enhance patient-centered care while driving organizational projects to successful completion. This role serves as a critical bridge between clinical, operational, and administrative teams, ensuring that patient experience priorities are embedded into enterprise-wide projects and process improvements.

The ideal candidate brings a strong background in patient experience, proven success in cross-functional leadership, and the ability to manage complex projects in a healthcare environment.

• Lead and advance patient experience strategies aligned with organizational goals and quality standards
• Analyze patient feedback, satisfaction data, and experience metrics to identify trends and improvement opportunities
• Partner with clinical and operational leaders to design and implement patient-centered initiatives
• Oversee service recovery processes and ensure timely resolution of patient concerns
• Promote a culture of empathy, accountability, and continuous improvement across the organization

• Establish and manage PMO standards, tools, and methodologies to support organizational initiatives
• Lead and oversee cross-functional projects from initiation through execution and closure
• Ensure projects are delivered on time, within scope, and aligned with strategic priorities
• Facilitate collaboration among clinical, operational, IT, and administrative stakeholders
• Track project performance, risks, dependencies, and outcomes, providing regular executive-level reporting
• Support change management efforts related to patient experience and operational improvement initiatives

• Bachelor's degree in Healthcare Administration, Business Administration, Project Management, or a related field
• Master's degree preferred
• Proven background in patient experience leadership within a healthcare setting
• Demonstrated success managing cross-functional, enterprise-wide initiatives
• Experience establishing or leading a Project Management Office (PMO) or managing complex project portfolios
• Strong knowledge of healthcare operations, patient satisfaction metrics, and service excellence frameworks
• Proficiency in project management tools and methodologies (e.g., Agile, Waterfall, Lean, Six Sigma)
• Exceptional communication, facilitation, and stakeholder management skills
• Strong analytical, organizational, and problem-solving abilities
• Ability to influence without authority and navigate complex organizational structures

• Project Management Professional (PMP) or equivalent
• Lean Six Sigma (Green Belt or Black Belt)
• Certified Patient Experience Professional (CPXP)

• Salary Range: $130,000 - $150,000
• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (Roth 401k)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term Disability