Patient Experience Program Manager

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...