Mgr Patient Experience I Patient and Family Experience
Company: Kettering Health Network
Location: Dayton
Posted on: January 12, 2026
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Job Description:
Job Description Job Description Mgr Patient Experience I Patient
and Family Experience US-OH-Kettering Job ID: 2025-57341 Type:
Full-Time of Openings: 1 Category: Management KH Main Campus
Overview Kettering Health is a not-for-profit system of 13 medical
centers and more than 120 outpatient facilities serving southwest
Ohio. We are committed to transforming the health care experience
with high-quality care for every stage of life. Our
service-oriented mission is in action every day, whether it’s by
providing care in our facilities, training the next generation of
health care professionals, or serving others through international
outreach. Responsibilities Job Requirements: Master ‘s degree in
education, business, healthcare administration or related field -
Bachelor of Science in Nursing Preferred - Certified Patient
Experience Professional (CPXP) Preferred 7 years’ experience in
hospital setting, leading / collaborating with teams, delivering
training and implementing customer service initiatives. Proven
track record of successfully managing and improving patient
satisfaction scoresCommunication:verbal / written communication
needs to be clear and concise when communicating with patients,
medical staff, hospital administrators, leaders, staff and
volunteers - Empathy:demonstrate the ability to understand another
person’s feelings and perspective - Strategic Thinking:ability to
plan and execute to achieve a goal - Problem-solving:identify and
resolve issues - Data Analytics: use data to identify insights and
drive improvement - Influence: inspire change and accountability -
Collaboration:partner with leaders, physicians, staff and
volunteers - Technology:utilize software tools to track scores and
measure the impact of changes on patient outcomes - Interpersonal
and Leadership: build strong relationships and rapport with
colleagues - Proficient in Microsoft Office Job Responsibilities: -
Champions and promotes KH’s values, mission, and culture with
enthusiasm and sincerity • Oversees and manages the daily
operations of the patient experience department • Supports and
demonstrates a culture of caring and service excellence as
evidenced by rounding, words of affirmation, and serving as an
advocate for the patient and family • Conducts regular coaching
observations of best practice initiatives (bedside report,
purposeful rounds, leader visits) • Leads regular cadence of
patient experience review sessions with departmental leaders,
communicating patient experience scores and collaborating with
leaders/staff on strategies for improvement • Collects and analyzes
data related to the patient experience • Identifies opportunities
for improvement in the patient experience • Implements changes to
improve the experience of care • Evaluates the effectiveness of
changes made to the patient experience • Serves as a resource to
staff on issues related to the patient experience • Attends
meetings and conferences related to the patient experience • Keeps
informed on best practices in the field • Manages time effectively
in completing responsibilities • Presents a professional appearance
in accordance with policy • Demonstrates awareness of and adherence
to the organization’s policies regarding patient confidentiality,
corporate integrity, and privacy • Develops and utilizes formal and
informal methods to seek patient and family feedback. Assists Vice
President of Patient Services in identifying members and
facilitating Patient and Family Advisory Councils • Presents at
network orientation and campus orientation • Work with Network team
to implement process for gathering “patient stories” • Practices
proper telephone etiquette, elevator courtesy, walk others to their
destination, promote atmosphere for a healing environment •
Demonstrates ability to communicate effectively with patients,
families, and all levels of leadership • Provides orientation and
education on Press Ganey platform and reports • Recognizes and
rewards department performance and staff behaviors promoting a
positive impact on the patient and family experience • Facilitates
the Daisy and Sunflower Awards PId1a038152143-25405-39303257
Keywords: Kettering Health Network, Kettering , Mgr Patient Experience I Patient and Family Experience, Healthcare , Dayton, Ohio
