The Manager will oversee the Patient Advocate team, including the grievance and complaint process to ensure cases are closed according to regulatory guidelines. Public speaking and special projects as assigned.

Manager, Patient Experience drives a culture of patient/family-centered care by enhancing patient experience across the organization. Manages the overall operational, budgetary/financial task. Responsible to plan, evaluate, & improve processes/procedures efficiencies to enhance quality. Collaborates with leaders to develop innovative strategies that strengthen the culture of delivering memorable experiences. Manages the preparation & maintenance of department reporting. Prepares reports for leadership, as necessary, to track progress toward strategic goal accomplishment. Leads a team of professionals focused on supporting initiatives & improvement efforts to ensure the organization meets patient experience goals. Partners with leadership to ensure alignment with organizational strategies & participates in implementing initiatives across service lines. Leads employees using a performance management & development process that provides framework for employee contribution in goal setting, feedback, & professional development planning. Requires a dynamic, collaborative leader, who thrives on innovation & change. Constantly discovering/implementing ways to maintain, enhance & develop a culture around BHSF's core values. Ability to lead direct reports and develop operational and capital budgets each fiscal year Estimated salary range for this position is $62697.97 - $81507.36 / year depending on experience.

Degrees: Bachelors Additional Qualifications: Relevant Bachelors degree required or 5 years' customer service or hospitality experience including minimum 2 years supervisory experience, in-depth knowledge of customer service principles and industry best practices, including customer experience design(preferred). Proven skills in influencing, leading, and delegating. Strong group facilitation and conflict resolution skills. Ability to influence and unite individuals around a common goal. Efficient under pressure with the ability to exercise strategic decision-making and sound judgment. Ability to deliver impactful and persuasive presentations to broad audiences. Proficiency in MS Office applications, excellent oral, analytical, written communication and presentation skills. Strong negotiating skills with a win-win attitude and accountability. Bilingual preferred (English and Spanish). Minimum Required Experience: 5 years